Customer Service Specialist

Job Responsibilities Customer Support & Issue Resolution: Respond to overseas customer inquiries in real-time via online chat, phone, and email. Manage multiple conversations simultaneously, and quickly diagnose and identify customer issues. Standardized Service & Escalation: Strictly adhere to the knowledge base and SOPs to provide standardized solutions. Handle issue escalations and cross-functional collaborations according to established workflows. Documentation & Ticketing: Accurately and completely record customer communication and troubleshooting processes. Ensure proper ticket logging to guarantee the closed-loop resolution of all issues. Team Collaboration: Actively cooperate with the team, adapt to the operational pace, and consistently meet customer service standards. Qualification Education & Experience: Bachelor’s degree or above, with 1-3 years of relevant working experience Language Proficiency: Fluent in both Indonesian and English (listening, speaking, reading, and writing) Core Competencies: 1) IT Skills: Proficient in computer operations with a typing speed of ≥40 WPM. Capable of basic Excel data entry and organization; 2) CommunicationSkills: Ability to handle multiple chat windows simultaneously with clear and logical communication. Skilled at active listening to accurately capture and record customer information and core needs; 3) Emotional Resilience: Emotionally stable with the ability to work under pressure in high-volume inquiry and high-intensity call environments;

4) Problem Solving: Strong risk awareness. Able to quickly master product and business rules to independently resolve routine issues. Escalate complex issues according to protocols without shifting blame or delaying action. Working Hours : Open to shift work Bonus Point s: Prior Call Center experience; familiarity with basicbusiness processes in the foreign trade or financial industries.