Customer Service Support

5 days ago


Jakarta, Jakarta, Indonesia PT. Siiru Tech Indonesia Full time 15,000,000 - 30,000,000 per year
Responsibilities
  • Respond promptly to customer inquiries via email, chat, phone, and social media.
  • Provide accurate information, guidance, and solutions to customer needs.
  • Escalate complex cases to relevant teams and ensure follow-up until resolved.
  • Maintain detailed records of customer interactions in CRM or ticketing systems.
  • Ensure high customer satisfaction by delivering polite, empathetic, and professional service.
  • Track, monitor, and follow up on pending customer issues or unresolved tickets.
  • Collaborate with other departments (Operations, Product, Sales, Finance) to resolve issues.
  • Provide feedback to internal teams on recurring issues for process improvement.
  • Meet service performance standards (SLA, response time, CSAT).
  • Participate in training sessions to maintain updated product knowledge.
Requirements
  • Minimum SMA/SMK; Diploma/Bachelor's degree preferred.
  • Fluent in English (speaking and writing) — MUST.
  • Minimum 1 year of experience in Customer Service or related field (required).
  • Strong verbal and written communication skills.
  • Ability to multitask, prioritize, and manage time efficiently.
  • Familiarity with CRM or support tools is an advantage.
  • Excellent problem-solving skills with a calm and empathetic approach.
  • Able to work in fast-paced environments with high inquiry volume.
  • Willing to work in shifts, weekends, or public holidays if required.
  • Positive attitude, strong work ethic, and a team-oriented mindset.

Nice-to-Have Skills

  • Experience in e-commerce, logistics, hospitality, travel or umrah industries.
  • Ability to communicate with international customers.
  • Basic analytical skills to identify support trends.
  • Experience handling difficult customers.

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