Job Description
Are you a passionate communicator with a knack for problem-solving? Mitracomm Ekasarana is seeking a dedicated Customer Care Specialist (L1) to join our dynamic team in Jakarta Pusat. In this role, you will be the face of our company, providing top-tier support and ensuring every customer interaction is positive, efficient, and professional.
We are looking for an individual who thrives in a fast-paced environment and is committed to delivering excellence. If you have a background in contact center operations and a genuine desire to help others, we want to hear from you. We offer a supportive work culture, competitive compensation, and opportunities to grow your career within one of Indonesia's leading outsourcing providers.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and chat.
- Resolve customer complaints and issues with empathy and professionalism.
- Document all interactions accurately in our CRM system.
- Escalate complex issues to the appropriate internal departments when necessary.
- Maintain a deep understanding of our products and service policies to provide accurate information.
- Meet or exceed individual and team performance KPIs regarding resolution time and customer satisfaction.
- Provide feedback to management on common customer concerns and process improvement opportunities.
Qualifications
- Minimum 1 year of professional experience as a Customer Service, Call Center, or Contact Center Agent.
- Minimum Diploma (D3) or Bachelor's Degree (S1) from any major.
- Strong verbal and written communication skills in both Indonesian and English.
- Proficiency in computer navigation and CRM software or helpdesk ticketing systems.
- Excellent active listening skills and the ability to remain calm under pressure.
- Willingness to work in a shift-based environment in Jakarta Pusat.
- Strong problem-solving abilities and a customer-centric mindset.