Live Chat Customer Support (EN) - Yogyakarta

TP; Kota Yogyakarta; On-site; IDR 33,480,000 - 61,380,000; Full time

Job summary

TP is seeking a customer service specialist to handle written customer inquiries and manage response quality. The role is on-site in Yogyakarta with a Monday–Friday schedule, plus weekend rotations. You will craft tailored responses in English and maintain precise records to ensure high service standards.

You will work from 8 AM to 5 PM, with shifts including public holidays as needed. A strong emphasis on written communication, attention to detail, and problem-solving ability is essential for

Qualifications

• Experience in customer support through written or inbound call channels is a plus.
• Proficient in spoken English (intermediate) with excellent written English; assessment will be online.
• Strong communication, detail orientation, and ability to diagnose and resolve issues in writing.

Responsibilities

• Time management: handle incoming cases and inquiries via written correspondence.
• Information delivery: provide accurate product/service details and guide customers to solutions.
• Personalized communication: craft tailored responses without scripts for authentic support.
• Issue escalation & documentation: escalate priority issues and document information per SOPs.
• Administrative duties: maintain logs, update customer profiles, and conduct surveys to gauge satisfaction.

Skills

CS experience

Written English

Communication

Problem diagnosis

Job description

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.
• Language Proficiency: Minimum Intermediate spoken English level 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 an 8 AM to 5 PM office hours schedule, including weekends and public holidays on a shifting basis.
• Location: Willing to be placed on-site in Yogyakarta.