English Call Center

PT Concentrix Services Indonesia; Kota Yogyakarta; On-site; IDR 44,640,000 - 66,960,000; Full time

Job summary

PT Concentrix Services Indonesia is seeking an English Customer Service Agent to support our online travel agent operations. The role requires relocation to Yogyakarta, full WFO, and night shifts including weekends and holidays.

Applicants should have at least 1 year in customer service, a Diploma or Bachelor degree, and fluent English communication. Experience with Zendesk or Freshdesk is a plus. Strong problem-solving and attention to detail are essential.

Qualifications

• Minimum 1 year experience in customer service (preferably e-commerce).
• Fresh graduates are welcome.
• Fluent English communication – both written and spoken (B1 level).
• Willing to relocate to Yogyakarta and work on a full WFO basis.

Responsibilities

• Answer incoming customer calls regarding flights, hotels, car rentals, and vacation packages.
• Assist customers with new reservations, changes, cancellations, rebooking, and special requests.
• Troubleshoot urgent situations calmly and empathetically and resolve issues on the customer's behalf.
• Contact airlines, hotels, and vendors to clarify policies or process waivers.
• Explain fare rules, baggage policies, and refund procedures clearly.

Skills

Customer service

English fluency

Night shift

Education

Diploma or Bachelor

Tools

Zendesk

Freshdesk

Job description

We’re looking for a dedicated and customer-focused English Customer Service Agent to support our growing online travel agent operations. If you have a passion for helping others, strong communication skills, and are comfortable working in the night shift environment, we want to hear from you!

Requirements:

Willing to relocate to Yogyakarta and work on a full WFO (Work From Office) basis

Minimum 1 year of experience in customer service (preferably e-commerce). Fresh graduates are welcome.

Minimum Diploma (D3) or Bachelor's Degree (S1)

Fluent English communication skills – both written and spoken (B1 level)

Willingness to work on a night shift schedule, including weekends and public holidays

Strong attention to detail, patience, and problem-solving skills

Familiarity with helpdesk tools (e.g., Zendesk, Freshdesk) is a plus

Responsibilities:

Answer incoming customer calls promptly and professionally to address inquiries regarding flights, hotels, car rentals, and vacation packages.

Assist customers with new reservations, schedule changes, cancellations, rebooking, and special requests (e.g., seat selection, extra baggage, meal preferences).

Troubleshoot urgent customer situations, such as missed flights, delayed check-ins, or billing discrepancies, while remaining calm and empathetic under pressure.

Contact airlines, hotel properties, and local vendors directly to clarify policies, process special waivers, or resolve operational issues on the customer's behalf.

Explain fare rules, baggage policies, cancellation deadlines, and refund procedures clearly according to carrier and hotel partner terms.

Maintain accurate call logs and update ticket notes in the call center CRM software during and after each call to ensure seamless follow-ups.