Job Description
Private Advertiser is seeking a dedicated Customer Experience - Staff member to join our team in Kebayoran Lama, Jakarta Raya. This full-time role focuses on delivering exceptional service across multiple channels and shaping positive customer journeys. The ideal candidate has at least 2 years of hands-on customer service experience and a passion for helping people resolve issues quickly and accurately.
In this role you will be the first point of contact for customers, handling inquiries via live chat, email, and inbound calls with professionalism and empathy. You will aim for first contact resolution while maintaining accurate records in our CRM and following up on outstanding items. You will collaborate with product and operations teams to share insights that improve support quality and customer satisfaction.
We value clear communication, problem solving, and a calm demeanor under pressure. This position offers a clear path for growth in customer success and service operations within a dynamic organization in Jakarta. If you enjoy solving problems and delivering delightful service, we want to hear from you.
What we offer includes comprehensive onboarding, ongoing training on product knowledge and customer experience best practices, and opportunities to advance into higher level support roles. We provide a competitive salary, employee benefits, and a supportive work environment designed to help you thrive in a fast-paced setting. Join us to play a key role in delivering memorable customer experiences across all touchpoints.
Responsibilities
- Provide frontline support to customers via live chat, email, and inbound calls, ensuring timely and accurate responses.
- Handle inquiries and resolve complaints with professionalism and empathy, aiming for first-contact resolution.
- Log all customer interactions in the CRM, track case statuses, and follow up on open items.
- Maintain up-to-date knowledge of products, policies, and processes to deliver accurate information.
- Collaborate with cross-functional teams to resolve issues and improve customer experience metrics.
- Monitor customer feedback, identify trends, and propose process improvements to reduce friction.
- Meet or exceed performance metrics such as response time, resolution rate, and CSAT scores.
Qualifications
- Minimum 2 years of experience in customer service, preferably in a call center or similar environment.
- Experience handling complaints via live chat, email, and inbound calls.
- Excellent written and verbal communication in English and Indonesian.
- Strong problem-solving, conflict resolution, and empathy skills.
- Proficiency with CRM platforms and ticketing systems (e.g., Zendesk, Freshdesk).
- Ability to manage multiple chats/cases simultaneously with attention to detail.
- Diploma or bachelor's degree preferred; high school diploma accepted with relevant experience.