Customer Support Intern - Yogyakarta (Next Level Internship)

Mekari; Daerah Istimewa Yogyakarta; Sur place; IDR 13 392 000 - 22 320 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Outils

CRM system

Description du poste

The Next Level Internship program by Mekari is a highway for achievement-oriented young talents to #ElevateThroughImpact in a competitive and encouraging environment, where they get to contribute in raising Indonesia's software standard.

If You Are

• A University student studying in Indonesia, or;
• An alumnus, max. 1 year after graduation

Experience working at Indonesia's no. 1 SaaS company

Get a min. 3-month period internship experience with your preferred team and role

By applying through this opening, you are applying specifically for the role of Customer Support Intern - Yogyakarta:

• Handle inbound user inquiries and complaints through the hotline phone channel.
• Identify issues or inquiries that need further handling, then escalation to the relevant stakeholders (Technical Support, Customer Success, Product, Billing, or other internal teams) with complete and well-structured case documentation.
• Monitor and respond to product (app) reviews on the App Store and Google Play Store promptly, professionally, and in line with the brand’s communication guidelines.
• Follow up on bad ratings from On-Call Support sessions through phone calls and WhatsApp, to identify the root cause of dissatisfaction and recover the user experience.
• Manage On-Call Support administration, including session booking management, campaign blasts, and data recap.
• Run high-touch engagement with users through WhatsApp to provide proactive assistance.
• Record every interaction and case resolution in theCRM system completely and accurately.
• Gather customer feedback and share with our Product, Sales and Marketing teams.
• Aware about SOP and Product Updates.