Customer Support Staff (Chinese Speaker)

PT. Global Jet Express (J&T Express); Jakarta Timur; On-site; IDR 44,640,000 - 66,960,000; Full time

Job summary

PT. Global Jet Express (J&T Express) is seeking a proactive Customer Service Specialist to support Mandarin-speaking customers in Jakarta.

You will handle inquiries, provide accurate information on products, orders, and deliveries, and collaborate with Operations, Warehouse, and Finance to resolve issues. Based onsite in Cakung, East Jakarta, you will maintain professional, empathetic service, follow up on complaints, and contribute to service improvements.

Qualifications

• Diploma/Bachelor's Degree in any major.
• At least 1 year of experience in customer service or related roles.
• Fluent in Mandarin, both spoken and written.
• Communicate effectively in Bahasa Indonesia; English is a plus.
• HSK 4 or above preferred.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office / Google Workspace.
• Willing to work onsite in Cakung, East Jakarta.
• Experience in logistics, e-commerce, or technology companies is an advantage.

Responsibilities

• Handle customer inquiries, complaints, and requests through various communication channels.
• Provide accurate information and solutions related to products, services, orders, deliveries, and other customer concerns.
• Coordinate with internal teams such as Operations, Warehouse, Finance, and other relevant departments to resolve customer issues.
• Follow up on customer complaints and ensure timely resolution in accordance with company SOP and service standards.
• Maintain accurate records of customer interactions, complaints, and resolutions in the relevant system.
• Monitor customer issues and identify recurring problems to support service improvement.
• Escalate complex or critical customer issues to the appropriate team or supervisor.
• Maintain a professional, empathetic, and customer-oriented approach in every interaction.
• Support other customer service-related tasks and projects as assigned by the supervisor.

Skills

Mandarin fluency

Bahasa Indonesia communication

Customer service experience

Cross-functional collaboration

Empathetic communication

Education

Diploma/Bachelor's Degree

Tools

Microsoft Office

Google Workspace

Job description

• Handle customer inquiries, complaints, and requests through various communication channels, including phone, chat, email, and other platforms.
• Provide accurate information and solutions related to products, services, orders, deliveries, and other customer concerns.
• Communicate effectively with Mandarin-speaking customers and provide professional assistance in Mandarin and Bahasa Indonesia.
• Coordinate with internal teams such as Operations, Warehouse, Finance, and other relevant departments to resolve customer issues.
• Follow up on customer complaints and ensure timely resolution in accordance with company SOP and service standards.
• Maintain accurate records of customer interactions, complaints, and resolutions in the relevant system.
• Monitor customer issues and identify recurring problems to support service improvement.
• Escalate complex or critical customer issues to the appropriate team or supervisor.
• Maintain a professional, empathetic, and customer-oriented approach in every interaction.
• Support other customer service-related tasks and projects as assigned by the supervisor.

Job Requirements

• Minimum Diploma/Bachelor's Degree in any major.
• Minimum 1 year of experience in Customer Service, Customer Support, Call Center, Helpdesk, or related roles.
• Fluent in Mandarin, both spoken and written.
• Able to communicate effectively in Bahasa Indonesia; English proficiency is a plus.
• HSK 4 or above is preferred.
• Strong communication and interpersonal skills.
• Customer-oriented, patient, responsive, and able to handle customer complaints professionally.
• Good problem-solving and analytical skills.
• Proficient in Microsoft Office / Google Workspace.
• Able to work independently and collaboratively with cross-functional teams.
• Willing to work onsite in Cakung, East Jakarta.
• Experience in logistics, e-commerce, or technology companies is an advantage.