Job Description
Are you a communication enthusiast with a passion for delivering exceptional user experiences? MY Fimedia Network Technology is seeking a dedicated and tech-savvy Customer Service Agent L1 to join our growing support team in Jakarta. In this role, you will be the frontline representative of our brand, ensuring that every user receives timely, accurate, and empathetic assistance via our live-chat platform.
We are looking for a proactive problem solver who thrives in a fast-paced digital environment. You will play a critical role in maintaining our high standards of service, turning inquiries into positive outcomes, and contributing to the overall satisfaction of our global user base. If you are detail-oriented, possess excellent written communication skills, and enjoy troubleshooting in a collaborative team setting, we want to hear from you!
Responsibilities
- Manage and respond to high volumes of customer inquiries via the live-chat support system in a professional and timely manner.
- Troubleshoot basic technical issues and provide clear, step-by-step guidance to users.
- Maintain a deep understanding of our products and services to provide accurate information and solutions.
- Escalate complex or high-priority issues to the appropriate internal departments when necessary.
- Document customer interactions and feedback accurately within our CRM system to support continuous service improvement.
- Ensure strict adherence to service level agreements (SLAs) regarding response times and resolution quality.
- Collaborate with team members to share insights and best practices to enhance the overall customer support experience.
Qualifications
- Minimum of 1 year of experience in a customer service, help desk, or chat support role.
- Excellent written communication skills in English and Bahasa Indonesia, with the ability to convey complex information clearly and concisely.
- Strong problem-solving abilities and the capacity to multitask in a fast-paced environment.
- Proven ability to remain calm and professional under pressure or when dealing with difficult customer situations.
- Proficiency in using live-chat software, CRM tools, and standard office productivity suites.
- Ability to work in a rotating shift schedule as required by the business.
- High school diploma or equivalent; a degree in a related field is a plus.