Staff Customer Service (English)

Accord Innovations; Daerah Istimewa Yogyakarta; Sur place; IDR 84 000 000 - 144 000 000; Plein temps

Résumé du poste

Accord Innovations in Indonesia (Yogyakarta) seeks a dedicated Customer Support professional to handle inbound and outbound inquiries via voice channels, providing courteous, timely assistance. The role includes travel booking support, itinerary changes, cancellations, and refunds connected to OTA services.

The ideal candidate holds a Bachelor’s degree, strong English (B2), and excellent communication and problem-solving skills, with immediate availability by 23 September 2026.

Qualifications

• Bachelor’s Degree (S1) required; fresh graduates welcome.
• Strong command of English (B2) for voice/SVAR support.
• OTA experience is a plus; training provided.

Responsabilités

• Handle inbound and outbound customer inquiries via voice channels.
• Assist customers with travel bookings, reservations, changes, cancellations, and refunds.
• Update customer accounts and log interactions in the CRM.
• Collaborate with team leads and other departments to resolve escalations.

Connaissances

English proficiency (B2)

Strong communication

Problem-solving

Customer-first mindset

Formation

Bachelor’s degree

Description du poste

Customer Support: Handle inbound and outbound customer inquiries via voice channels (SVAR) in a professional, courteous, and timely manner.

Travel Assistance: Assist customers with travel bookings, reservations, itinerary changes, cancellations, and refund processing related to OTA services.

Problem Solving: Identify customer issues, investigate root causes, and provide effective, efficient solutions while maintaining high customer satisfaction (CSAT) scores.

Information Management: Accurately update customer accounts, log interactions, and record transaction details in the company CRM/database.

Collaboration: Work closely with team leads and other departments to resolve complex customer escalations smoothly.

Requirements & Qualifications

• Education: Minimum Bachelor’s Degree (S1) or equivalent from a recognized institution. Fresh graduates are highly encouraged to apply!
• Language Proficiency: Strong command of English (minimum B2 level), with excellent verbal communication skills for voice and SVAR support.
• Experience: Previous experience in Customer Service or the Online Travel Agency (OTA) industry is a plus, but not mandatory (comprehensive training will be provided).
• Availability: Must be able to join immediately by 23 September 2026.
• Soft Skills: Empathetic, patient, resilient, and equipped with strong problem-solving skills and a customer-first mindset.