E-mail Channel Customer Support (EN) - Yogyakarta

TP; Daerah Istimewa Yogyakarta; Sur place; IDR 39 060 000 - 78 120 000; Plein temps

Avantages offerts par ce poste

On-site in Yogyakarta

Rotational shifts

Résumé du poste

TP in Yogyakarta is seeking a customer support professional to handle written inquiries and assist customers with product information. The role emphasizes clear, accurate written communication and quick issue resolution in a 24/7 rotating shift.

You will maintain documentation, update customer profiles, and participate in surveys to assess service levels, while working on-site in Yogyakarta with a focus on delivering authentic help without scripts.

Qualifications

• Experience in CS from written or inbound call channel is a plus.
• Minimum education of D3/S1 required.
• Minimum Intermediate English (B2) with excellent written skills (will be assessed online).

Responsabilités

• Answering incoming cases and handling customer inquiries through written correspondence.
• Providing accurate product/service information and helping locate problems and solutions.
• Crafting tailored responses without scripts to ensure authentic customer experience.
• Identifying and escalating priority issues and documenting information per SOPs.
• Completing communication logs, updating customer profiles in the system, and conducting customer surveys.

Connaissances

Time management

Communication

Attention to detail

Troubleshooting

Formation

D3/S1

Description du poste

Responsibilities :

Time Management: Answering incoming cases and handling customer inquiries through written correspondence.

Information Delivery: Providing accurate details to customers regarding product and service information, helping them locate problems and offering effective solutions.

Personalized Communication: Crafting tailored responses from scratch without relying on rigid scripts or automated templates to ensure an authentic customer experience.

Issue Escalation & Documentation: Identifying and escalating priority issues while documenting all information accurately according to standard operating procedures (SOPs).

Administrative Duties: Completing all communication logs, updating customer profiles into the computer system, and conducting customer surveys to ascertain the level of service satisfaction.

Requirements:

• Experience: CS experience from written or inbound call channel is a plus point.
• Education: Minimum D3/S1.
• Language Proficiency: Minimum Intermediate spoken English level (B2) with excellent written English skills (Will be checked during online assessment)
• Soft Skills: Highly communicative, detail-oriented, and able to quickly diagnose and resolve user issues in writing.
• Work Arrangement: Willing to work in a 24/7 rotational shifting, including weekends and public holidays on a shifting basis.
• Location: Willing to be placed on-site in Yogyakarta.