Job Description
Are you a passionate communicator looking to build a career in a global environment? Concentrix is seeking a talented English Customer Service Representative to join our expanding team in Yogyakarta. In this role, you will be the voice of leading international e-commerce brands, ensuring that every customer interaction is smooth, professional, and helpful.
We pride ourselves on fostering a culture of growth, innovation, and inclusivity. As part of our team, you won't just be answering calls or emails; you will be solving complex problems and delivering exceptional experiences to customers across the globe. If you are tech-savvy, fluent in English, and thrive in a fast-paced work environment, we want to hear from you.
We offer a supportive atmosphere, continuous professional development, and a clear path for career advancement within our global operations. Join us in Yogyakarta and take the next big step in your customer experience career.
Responsibilities
- Provide high-quality support to customers via phone, email, and live chat in English.
- Resolve customer inquiries, complaints, and billing issues with empathy and professionalism.
- Maintain accurate customer records and document all interactions in the CRM database.
- Collaborate with cross-functional teams to identify and resolve recurring product or service issues.
- Stay up-to-date with product knowledge, policies, and internal service guidelines.
- Meet or exceed individual and team KPIs regarding response time and customer satisfaction scores.
- Escalate complex issues to senior management when necessary while ensuring a seamless transition for the customer.
Qualifications
- Minimum High School diploma or equivalent; Bachelor’s degree is a plus.
- Fluency in English (spoken and written) is mandatory.
- Strong problem-solving skills and the ability to think critically under pressure.
- Prior experience in a BPO, call center, or customer service environment is highly preferred.
- Proficiency in basic computer applications and web-based systems.
- Excellent communication skills with a customer-centric mindset.
- Willingness to work in rotating shifts to support global time zones.
- Ability to thrive in a multicultural and fast-paced team environment.