Multichannel Customer Care Agent (Zendesk)

Kopi Kenangan; Jakarta Pusat; On-site; IDR 48,000,000 - 72,000,000; Full time

Job summary

Kopi Kenangan is seeking a Customer Service Agent who loves solving problems and delivering excellent experiences across WhatsApp, email, and social channels. You will handle inquiries with empathy, provide accurate information, and help maintain the brand’s service standards.

Ideal candidates have a diploma or bachelor’s degree with 1–2 years of customer service experience, are familiar with Zendesk, and can work shifts including weekends and public holidays.

Qualifications

• Diploma or Bachelor's degree required.
• 1–2 years of customer service experience.
• Familiarity with Zendesk or other contact center platforms.
• Able to work shifts, including weekends and public holidays.

Responsibilities

• Handle and resolve customer inquiries across platforms (WhatsApp, Instagram, Email, KK App, Twitter) via Zendesk.
• Escalate unresolved cases to relevant departments with urgency.
• Maintain deep knowledge of Kopi Kenangan products and services to provide accurate responses.
• Contribute to regular customer service reporting and analysis.
• Support team leads in improving communication standards and procedures.

Skills

Problem-solving

Communication

Decision-making

Education

Diploma/Bachelor's degree

Tools

Zendesk

Job description

Kopi Kenangan is seeking a Customer Service Agent who loves solving problems and delivering excellent experiences across WhatsApp, email, and social channels. You will handle inquiries with empathy, provide accurate information, and help maintain the brand’s service standards.

Ideal candidates have a diploma or bachelor’s degree with 1–2 years of customer service experience, are familiar with Zendesk, and can work shifts including weekends and public holidays.