Customer Support Representative

PayJoy; Daerah Khusus Ibukota Jakarta; On-site; IDR 448,994,252 - 628,591,953; Full time

Benefits offered by this job

Private Health Insurance

20 days vacation

Phone finance, Headphone, home office equipment

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Job summary

PayJoy is looking for a Customer Support Representative based in Jakarta, Indonesia. In this role, you will manage customer interactions via phone, email, and chats, ensuring their needs are met efficiently.

Successful candidates will have a background in customer service or related fields, good communication abilities, and experience with CRM software. Benefits include private health insurance, generous vacation days, and perks for professional development.

Qualifications

• Minimum of 1 year experience in customer service or support, preferably in sales or financial sector.
• Ability to handle difficult situations under pressure.
• Agility in keyboarding and writing.

Responsibilities

• Handle inbound and outbound calls, emails, and chats professionally.
• Troubleshoot technical issues and escalate when necessary.
• Document customer interactions accurately in CRM.

Skills

Effective communication skills

Teamwork

Keyboarding and spelling

Experience with CRM software

Education

Completed Technical or partial university studies in Business Administration or Communications

Tools

Microsoft Office

Google Suite

Job description

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Customer Support Representative is responsible for handling inbound and outbound interactions, phone calls, emails, WhatsApp chats with our final customers when they have questions or concerns, using a friendly, helpful approach.

Responsibilities

• Manage a large volume of inbound and outbound calls, emails, social media and chats with knowledge and efficiency. Identify and address customer needs, with a goal of total satisfaction.
• Provide assistance to customers facing product or service-related technical difficulties. They troubleshoot issues, guide customers through step-by-step resolutions, or escalating complex problems to specialized teams if necessary.
• Identify opportunities to recommend additional products or services that align with customers’ needs and preferences, engaging in suggestive selling techniques to increase sales revenue and enhance the customer experience.
• Take appropriate actions to resolve customer dissatisfactions or complaints professionally and empathetically; documenting and investigating issues in order to aim to retain customer satisfaction and loyalty.
• Provide insights to the management team for continuous improvement of products, services, and processes, analyzing the customer feedback from post-interaction surveys to gauge customer satisfaction levels and the customer feedback collected.
• Ensure all information is properly documented for future reference or analysis, recording customer interactions, including relevant details, in the contact center’s database or customer relationship management (CRM) system.
• Maintain a high standard of service quality and professionalism during each customer interaction, adhering to company policies, procedures, and legal regulations while handling customer interactions.
• Continuously develop their skills to provide an enhanced customer experience, participating in training sessions and staying updated on product knowledge, service and industry trends.

Requirements

• Completed Technical or partial university studies in related areas such as Business Administration, Communications or similar.
• Intermediate knowledge of Microsoft Office tools and Google Suite.
• Previous experience in customer service or support, preferably in the sales or financial sector, for at least 1 year.
• Effective communication skills, ability to work in a team and handle difficult situations under pressure.
• Agility in keyboarding, spelling and writing.
• Experience in customer relationship management software (CRM) in financial services or technology is desirable.

Benefits

• 100% Company funded: Private Health Insurance for employee and immediate family
• 20 days vacation
• Phone finance, Headphone, home office equipment and wellness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk

Equal Employment Opportunity

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.