Customer Support Intern — Elevate SaaS in Yogyakarta

Mekari; Daerah Istimewa Yogyakarta; On-site; IDR 13,392,000 - 22,320,000; Full time

Job summary

Mekari invites ambitious students and recent graduates to join the Next Level Internship as a Customer Support Intern in Yogyakarta. You will contribute to a leading Indonesian SaaS company by handling inquiries, documenting cases, and engaging with users across channels.

During a minimum three-month program, you will monitor app reviews, escalate when needed, and help the team improve products and customer success through thorough CRM records and proactive communication.

Qualifications

• University student studying in Indonesia or alumnus within 1 year after graduation.
• Experience with customer support channels is a plus.

Responsibilities

• Handle inbound user inquiries and complaints through the hotline phone channel.
• Identify issues or inquiries that need escalation to Technical Support, Customer Success, Product, Billing, or other internal teams with complete case documentation.
• Monitor and respond to product reviews on App Store and Google Play Store in line with brand guidelines.
• Follow up on poor ratings from On-Call Support via phone calls and WhatsApp to identify root causes and improve user experience.
• Manage On-Call Support administration, including session booking, campaign blasts, and data recap.
• Engage with users via WhatsApp to provide proactive assistance.
• Record interactions and resolutions in the CRM system completely and accurately.
• Gather customer feedback and share with Product, Sales and Marketing teams.
• Be aware of SOP and Product Updates.

Tools

CRM system

Job description

Mekari invites ambitious students and recent graduates to join the Next Level Internship as a Customer Support Intern in Yogyakarta. You will contribute to a leading Indonesian SaaS company by handling inquiries, documenting cases, and engaging with users across channels.

During a minimum three-month program, you will monitor app reviews, escalate when needed, and help the team improve products and customer success through thorough CRM records and proactive communication.