Front Desk Agent

Glints; Indonesia; On-site; IDR 55,800,000 - 78,120,000; Full time

Job summary

Glints is hiring a proactive Customer Support Associate to handle daily enquiries across WhatsApp, email, Facebook and other platforms via a message aggregator system. You will provide timely, accurate responses and use templates and SOPs to maintain professional, consistent communication.

You will be the first point of contact for prospective and existing customers, prioritising urgent queries, escalating when needed, and ensuring engagements uphold Glints' standards of service across

Qualifications

• Proficient in both English and Mandarin, with intermediate to advanced written communication skills in both languages.
• Digitally savvy, with a strong understanding of digital communication etiquette and professional online engagement.
• Strong written communication and customer service skills.
• Ability to multitask and manage enquiries across multiple communication channels.
• Strong organisational skills with the ability to prioritise urgent matters and respond within appropriate timeframes.
• Ability to follow communication SOPs and templates while exercising sound judgement when handling customer enquiries.
• Professional, responsive, and detail-oriented, with the ability to maintain clear and effective communication with internal and external stakeholders.

Responsibilities

• Handle daily enquiries from customers through digital communication channels, including WhatsApp, email, Facebook, and other platforms via a message aggregator system.
• Provide timely, accurate, and professional responses to customer enquiries using established communication workflows, SOPs, and response templates.
• Serve as the first point of contact for prospective and existing customers, ensuring clear, friendly, and effective communication.
• Manage and monitor incoming messages across multiple digital platforms to ensure enquiries are addressed promptly.
• Escalate complex enquiries or issues to the Front Desk Managers when further assistance or resolution is required.
• Ensure all internal and external communications maintain a professional tone and adhere to established communication standards.
• Prioritise urgent enquiries and resolve preliminary issues efficiently while managing multiple tasks simultaneously.

Skills

English–Mandarin bilingual

Multitasking

Customer service

Written communication

Digital etiquette

Follow SOPs and templates

Tools

Message aggregator system

Job description

• Handle daily enquiries from customers through digital communication channels, including WhatsApp, email, Facebook, and other platforms via a message aggregator system.
• Provide timely, accurate, and professional responses to customer enquiries using established communication workflows, SOPs, and response templates.
• Serve as the first point of contact for prospective and existing customers, ensuring clear, friendly, and effective communication.
• Manage and monitor incoming messages across multiple digital platforms to ensure enquiries are addressed promptly.
• Escalate complex enquiries or issues to the Front Desk Managers when further assistance or resolution is required.
• Ensure all internal and external communications maintain a professional tone and adhere to established communication standards.
• Prioritise urgent enquiries and resolve preliminary issues efficiently while managing multiple tasks simultaneously.

Requirements

• Proficient in both English and Mandarin, with intermediate to advanced written communication skills in both languages.
• Digitally savvy, with a strong understanding of digital communication etiquette and professional online engagement.
• Strong written communication and customer service skills.
• Ability to multitask and manage enquiries across multiple communication channels.
• Strong organisational skills with the ability to prioritise urgent matters and respond within appropriate timeframes.
• Ability to follow communication SOPs and templates while exercising sound judgement when handling customer enquiries.
• Professional, responsive, and detail-oriented, with the ability to maintain clear and effective communication with internal and external stakeholders.