Customer Support Officer

DOKU, PT NUSA SATU INTI ARTHA; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

DOKU, PT NUSA SATU INTI ARTHA is seeking a Customer Support Officer to provide helpful information, respond to complaints, and maintain records of customer inputs to ensure satisfaction and professional support.

The role involves handling inquiries through multiple channels, following service standards, and contributing to continuous improvement within the Expert Care team. Strong communication and empathy are essential.

Qualifications

• Excellent communication and interpersonal skills are required.
• Ability to understand and resolve customer issues with empathy and professionalism.
• Strong problem-solving and time-management capabilities especially under pressure.

Responsibilities

• Communicate with customers via calls, emails, and other official channels following procedures and service standards.
• Follow up with customers and provide feedback to ensure satisfaction and professional support.
• Respond to, process, and monitor customer queries, track progress, and route issues to the right resources.

Skills

Strong communication

Empathy and active listening

Problem solving and time management

Attention to detail

Tools

CRM systems

Customer service software

Job description

Contract

Job Description

Job Title

Customer Support Officer

About The Role

To provide helpful information, answer questions, respond to complaints, and maintain records of customer inputs to ensure customer satisfaction and deliver professional customer support.

What Will You Do

• Communicating with Customer through various official Channels such as calls/ emails or other customer care service inquiries by implementing decided procedure & Service Standard to Maintain a positive, empathetic, and professional attitude toward customers at all times
• Giving Follow to customers, provide feedback based on decided Service Quality Standard to Ensure customer satisfaction and provide professional customer support
• Give Respond, Proceed & Monitor customer queries, track progress of solvency, route, and redirect problems appear to correct resources to follow up the queries accurately & based on service quality standard
• Escalate unresolved queries to the next level of support, then follow up until the case close to Solve the queries accurately & based on service quality standard
• Keeping records and update data of customer interactions, process customer accounts, and file documents to ensure the data can are complete, accountable and reliable for any related decision or analysis
• Active in updating, keep Up & knowing Doku product inside and out to be able to respond customer queries accurately based on Services Quality Standard.
• Active in giving input for improvement based on working process problem identification for the purpose of realizing continuous improvement in Expert Care team

Soft Skill Requirements

• Strong communication, empathy, and active listening skills.
• Excellent problem-solving and time management abilities.
• High attention to detail and ability to work under pressure.

Technical Skill Requirements

• Familiarity with customer service software and CRM systems.
• Knowledge of DOKU products and services.
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Job Snapshot

Updated Date

10-07-2026

Job ID

JOBID_421

Department

CEO