Multichannel Customer Experience Specialist

PT Bumi Berkah Boga; Jakarta Utara; On-site; IDR 36,000,000 - 60,000,000; Full time

Job summary

Kopi Kenangan is seeking a Customer Service Agent who is passionate about delivering excellent customer experiences across channels such as WhatsApp, Instagram, Email, KK App, and Twitter, using Zendesk.

The ideal candidate holds a Diploma/Bachelor’s degree with 1–2 years in customer service, with strong communication, problem-solving, and decision-making skills, and willingness to work shifts including weekends and public holidays.

Qualifications

• Diploma or Bachelor's degree with 1–2 years in customer service.
• Familiar with Zendesk or other contact-center platforms.
• Strong problem-solving, communication and decision-making skills.
• Willing to work shifts, including weekends and public holidays.

Responsibilities

• Handle and resolve inquiries and complaints across platforms via Zendesk.
• Escalate unresolved cases promptly to relevant teams.
• Maintain knowledge of products and services to provide accurate responses.
• Support regular customer service reporting and analysis.
• Assist team leads in improving communication standards and procedures.

Skills

Problem solving

Communication

Decision making

Customer service mindset

Education

Diploma/Bachelor’s degree

Tools

Zendesk

Job description

Kopi Kenangan is seeking a Customer Service Agent who is passionate about delivering excellent customer experiences across channels such as WhatsApp, Instagram, Email, KK App, and Twitter, using Zendesk.

The ideal candidate holds a Diploma/Bachelor’s degree with 1–2 years in customer service, with strong communication, problem-solving, and decision-making skills, and willingness to work shifts including weekends and public holidays.