Job Description
Are you a communication enthusiast with a passion for helping others? Insera Sena is looking for a dedicated Global Customer Support Specialist to join our growing team in DI Yogyakarta. In this role, you will be the primary point of contact for our international clientele, ensuring that every user has a seamless and positive experience with our products.
You will play a critical role in maintaining our global reputation by providing timely, empathetic, and expert solutions to inquiries across various channels. If you thrive in a fast-paced environment, possess excellent problem-solving skills, and enjoy connecting with people from diverse cultural backgrounds, we would love to hear from you.
We offer a collaborative work environment, opportunities for professional growth, and the chance to represent a reputable brand on the global stage. Join us as we redefine excellence in customer service!
Responsibilities
- Manage and resolve high-volume customer inquiries via email, chat, and phone with a high degree of professionalism.
- Provide comprehensive support by troubleshooting product issues and guiding users through complex resolutions.
- Identify, document, and report recurring customer issues to the product development team to drive continuous improvement.
- Maintain internal knowledge bases and contribute to FAQs to improve self-service efficiency for our global users.
- Ensure all support tickets are handled within agreed-upon Service Level Agreements (SLAs).
- Build meaningful relationships with customers by providing personalized and empathetic support experiences.
- Collaborate cross-functionally with Sales and Operations teams to ensure a consistent customer journey.
Qualifications
- Bachelor’s degree in Communications, Business, or a related field (fresh graduates are welcome to apply).
- Exceptional verbal and written communication skills in English; proficiency in other languages is a significant advantage.
- Strong emotional intelligence and a genuine desire to resolve customer pain points.
- Proven ability to navigate multiple software platforms and CRM tools efficiently.
- Analytical mindset with the capability to multitask in a high-pressure, fast-paced environment.
- Ability to work flexible shifts to accommodate various global time zones.
- Self-motivated with a strong sense of accountability and attention to detail.