Senior Customer Service Specialist

EPOS; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

EPOS, a POS solutions provider, is seeking a Senior Customer Service Support Specialist (Indonesia) to be the frontline for POS software and hardware issues. You will resolve inquiries across channels, guide junior teammates, and collaborate with Ops, Tech, and external partners to ensure swift, high-quality outcomes.

You should be tech-savvy, calm under pressure, and fluent in English and Chinese to serve our diverse client base.

Qualifications

• 2–5 years of experience in customer service or contact center.
• Experience handling complex issues and escalations.
• Strong problem-solving and communication skills.

Responsibilities

• Handle complex customer issues, escalations, and technical cases
• Provide in-depth troubleshooting and resolution support
• Guide and support junior team members when required
• Manage case prioritization and escalation decisions
• Ensure high-quality responses and customer satisfaction
• Identify recurring issues and provide feedback for process improvement
• Work closely with Ops, Tech, and external partners

Skills

Customer service

Escalation handling

Communication

Tools

CRM / ticketing system

Job description

About EPOS

EPOS is a leading Point-of-Sale (POS) digital solutions provider based in Singapore for SMEs. We are backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), part of its global merchant payment services Antom.

About This Role

We are looking for a Senior Customer Service Support Specialist (Indonesia) to strengthen our customer support operations and ensure an outstanding service experience for our clients.

In this role, you will serve as the first point of contact for clients facing Point-of-Sale (POS) system issues, handling both hardware and software support across various communication channels. You’ll be a key player in ensuring client satisfaction through timely resolutions, strong communication, and attention to detail.

The ideal candidate is a tech-savvy, customer-focused professional who can stay composed under pressure, troubleshoot effectively, and maintain high service standards.

This is what your job scope will be...

• Handle complex customer issues, escalations, and technical cases
• Provide in-depth troubleshooting and resolution support
• Guide and support junior team members when required
• Manage case prioritization and escalation decisions
• Ensure high-quality responses and customer satisfaction
• Identify recurring issues and provide feedback for process improvement
• Work closely with Ops, Tech, and external partners

We would love to hear from you if…

• Proficient in English and Chinese, due to having Chinese clients to communicate with.
• Proven experience in customer service or contact center roles (2–5 years)
• Strong problem-solving and escalation handling skills
• Ability to work independently and manage high-priority cases
• Familiarity with CRM / ticketing system