Export-Import Customer Service Specialist

Pt Gap Logistics; Jakarta Pusat; Hybrid; IDR 44,640,000 - 72,540,000; Full time

Job summary

Pt Gap Logistics in Surabaya, East Java, is seeking a dedicated Customer Support Representative for a hybrid role. You will be the first contact for customers, handling inquiries via phone, email, and live chat, and guiding them through orders and product information.

The position emphasizes clear communication, problem solving, and teamwork to maintain high customer satisfaction. You will navigate the CRM, log interactions, process returns, and collaborate with colleagues to meet service

Qualifications

• Previous experience in customer service or a related field is preferred.
• Excellent communication and interpersonal skills.
• Proficiency in using computers and common software applications.
• Ability to multit

Responsibilities

• Handle customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution.
• Process orders, returns, and exchanges as per company guidelines.
• Escalate complex issues to the appropriate internal teams.
• Maintain accurate customer records and interaction logs in the CRM system.
• Gather customer feedback and share insights to improve services.
• Assist with navigating the company website and mobile application.
• Collaborate with team members to achieve departmental goals and improve customer satisfaction.

Job description

Customer Support Representative (Hybrid)

About the Role Our client, a prominent e-commerce platform, is looking for a dedicated and customer-focused Customer Support Representative to join their team in Surabaya, East Java. This is a hybrid role, combining the flexibility of remote work with the collaboration of an office environment. You will be the first point of contact for our customers, assisting them with inquiries, resolving issues, and ensuring a positive shopping experience. Your role is crucial in maintaining customer satisfaction and loyalty, contributing directly to the company's reputation and success. We are seeking individuals who are passionate about helping others, possess excellent communication skills, and are eager to learn about our diverse range of products. This position offers a fantastic opportunity to grow within a dynamic company and contribute to a supportive team culture in Surabaya.

Key Responsibilities

• Handle customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Resolve customer complaints and issues effectively, aiming for first-contact resolution.
• Process orders, returns, and exchanges as per company guidelines.
• Escalate complex issues to the appropriate internal teams.
• Maintain accurate customer records and interaction logs in the CRM system.
• Gather customer feedback and share insights to improve services.
• Assist with navigating the company website and mobile application.
• Collaborate with team members to achieve departmental goals and improve customer satisfaction.

Requirements

• Previous experience in customer service or a related field is preferred.
• Excellent communication and interpersonal skills.
• Proficiency in using computers and common software applications.
• Ability to multit