Contact Center Specialist

Qualification :

• Minimum education: High school graduate (SMA/SMK)
• Minimum 1–2 years of experience in Contact Center, Customer Service, or a related position
• Quick learner with the ability to quickly understand and adapt to new systems, products, and SOPs
• Fast response and strong responsiveness, with the ability to work efficiently while maintaining accuracy
• Able to handle chat, email, and phone call with clear, polite, professional, and solution-oriented communication
• Able to work multitask, prioritize tasks, and manage multiple responsibilities simultaneously
• Have strong initiative and problem solving skills, with the ability to work independently
• Able to work under pressure and high work volume, with a strong sense of responsibility, discipline, and perseverance
• Willing to work on a 24/7 shifting schedule, including weekends and public holidays, and able to work effectively both independently and as part of a team

Job Description :

• Handle customer inquiries, requests, and complaints through chat, email, and phone in accordance with applicable SOP
• Provide customers with fast, accurate, clear, and professional information and solutions
• Conduct data, transaction, and customer issue checks using the available systems
• Create and update customer tickets and reports with accurate details and handling results
• Conduct follow up on customer reports or issues that are still in progress until they are properly resolved
• Escalate issues to the relevant teams when further investigation or handling is required
• Ensure all customer cases are handled in accordance with applicable SOP, SLA, and priorities
• Maintain accurate documentation and records of customer interactions, issues, and resolution outcomes

Skills: Customer Relationship Management, Communication Skills, Call Center, English Language, Microsoft Office, Problem Solving, CRM, Customer Service