Outlet Crew

Makaroni Ngehe Regional 3; Kota Yogyakarta; Hybrid; IDR 100.000.000 - 200.000.000; Full time

Job summary

Sebuah perusahaan layanan pelanggan di Yogyakarta mencari agen Customer Service yang berpengalaman untuk menangani pertanyaan pelanggan melalui telepon dan email. Peran ini memerlukan keahlian komunikasi yang baik, pengalaman di industri logistik, serta ketahanan terhadap tekanan. Penduduk D.I. Yogyakarta diprioritaskan. Perusahaan menawarkan kerja jarak jauh dan shif malam.

Qualifications

• Lulusan Diploma atau Gelar Sarjana dari jurusan apa saja.
• Fasih berbahasa Inggris, bahasa Spanyol adalah nilai tambah.
• Pengalaman minimum satu tahun di industri logistik.

Responsibilities

• Menangani pertanyaan pelanggan melalui telepon dan email.
• Mengelola keluhan dan memberikan solusi yang diperlukan.
• Menjaga kualitas layanan sesuai standar KPI.

Skills

Pengalaman di industri logistik

Kemampuan komunikasi yang baik

Ketahanan terhadap tekanan

Kemampuan bekerja di malam hari

Education

Diploma atau Gelar Sarjana

Job description

Customer Service

• Handle pre-sales and after-sales inquiries via call and email.
• Manage customer inquiries, consultation requests, order tracking, and complaints.
• Ensure service quality meets SLA/KPI targets.
• Communicate clearly and professionally in every interaction.

We are hiring 10 agents: 6 English speakers and 4 Spanish speakers. This role requires night shifts and remote working while connecting with clients worldwide. As a Customer Service agent you will handle customer inquiries, provide accurate information, and ensure a smooth pre-sales and after-sales experience. You will play a key role in maintaining customer satisfaction and supporting daily logistics operations.

• Diploma or Bachelor’s degree in any major.
• Fluent in English is a must; fluent in Spanish will be placed in roles that require it.
• Minimum one year of experience in the logistics industry.
• Strong resistance to pressure and ability to stay motivated under challenging situations.
• Strong sense of responsibility, attention to detail, and excellent communication skills.
• Comfortable working in a remote environment and on night shifts.

Company Overview

Kreatifitas Sinergisme Teknoindo (KST) is a software company specialized in IT services and software product development. Among the key domains are retail, inventory‐management, administration & back‑office processing, manufacturing, e‑commerce, and others. Our headquarter is in Jakarta, with team members working from several cities in Indonesia. We work primarily with small and midsize businesses, with clients from across Asia and Australia. Vision: Our vision is to be a leading global IT company, trusted by its customers for consistently delivering quality software and service excellence; whilst at the same time also becoming a tech hub that educates and cares for its employees’ wellbeing, and collaborates with them for innovation and continuous improvement. Culture: We put both clients and employees at the centre of what we do. At KST, we encourage a proactive and open communication working culture. Below are KST core values and competencies, a list of specific attributes and behaviours we care about the most.

• Willing to Learn: You learn rapidly and eagerly.
• Observant – You listen well and seek to understand before reacting.
• Respect - You adapt your style, and collaborate effectively with people of diverse background and cultures.
• Knowledgeable – You are good at using data, take smart risks and think strategically.
• Excellent – You are reliable, demonstrate strong performance and thirst for excellence.
• Teamwork – You contribute, nurture, and make time to help colleagues.
• Humble – You are quietly confident and openly humble.
• Integrity – You are known for authenticity, transparency, and admit mistakes freely.
• Creative – You are curious, open‑minded in search of new ideas and suggest better approaches.
• Service – You seek what is best for KST, rather than what is best for yourself or your group.

Customer Service Admin

• Senin: Pagi, Siang
• Selasa: Pagi, Siang
• Rabu: Pagi, Siang
• Jum’at: Siang, Pagi
• Minggu: Pagi, Siang

Retail Customer Service

• Senin: Pagi, Siang
• Selasa: Pagi, Siang
• Rabu: Pagi, Siang
• Jum’at: Pagi, Siang
• Sabtu: Pagi, Siang
• Minggu: Pagi, Siang

Job Desk :
Domisili D.I Yogyakarta

Customer Service Online

Customer Service Online

• Good attitude and good learner

and the Company will not ask for any form of payment during the recruitment process. Please report to us immediately, if you are invited for an interview and asked to make a payment with a sum of money.

Team Leader – Customer Service

• Supervise daily operations and agent performance.
• Maintain intensive communication with the client and internal BPO manager to ensure alignment and performance.
• Prepare and submit operational reports on an hourly, daily, weekly, and monthly basis.
• Create and manage agent and team leader shift schedules.
• Develop and support agents through regular briefing, coaching, and performance reviews.

• Minimum education: Diploma (D3) or Bachelor’s Degree (S1) in any field.
• Minimum 1 year of experience as a Team Leader in tier 1 and tier 2.
• Familiar with team monitoring and performance management.
• Strong analytical thinking and problem‑solving skills.
• Proficient in Microsoft Excel for reporting and scheduling purposes.

Customer Service (English & Spanish) – Indonesian

• Menerima dan menjawab panggilan, chat, atau email pelanggan berbahasa Inggris.
• Memberikan informasi terkait produk, layanan, promo, atau kebijakan perusahaan.
• Menangani keluhan, memberikan solusi, dan melakukan follow‑up bila diperlukan.
• Mencatat laporan atau kasus pelanggan di sistem dengan akurat.
• Berkoordinasi dengan tim internal untuk penyelesaian masalah pelanggan.
• Menjaga standar kualitas layanan sesuai KPI (response time, handling time, CSAT).
• Berkomunikasi dengan sopan, profesional, dan jelas dalam bahasa Inggris.