7,116 Support Team jobs in Indonesia

Key Responsibilities:

• Menangani percakapan pelanggan di seluruh sosial media dan e-commerce sesuai SOP dan tone of voice brand.
• Memastikan First Response Time sesuai SLA dan memberikan solusi yang akurat serta sopan.
• Melakukan follow-up keranjang/chat belum terselesaikan dan mendorong konversi.
• Koordinasi lintas tim (Gudang/Operasional/Logistik/Keuangan) untuk pemrosesan pesanan, komplain, retur, dan refund.
• Memelihara dan memperbarui FAQ/knowledge base (produk, promo, kebijakan).
• Menjaga kerahasiaan data pelanggan dan menerapkan praktik keamanan informasi (tidak membuka tautan mencurigakan, tidak meminta data sensitif)

Qualification:

1. Minimal SMA/SMK; Diploma/S1 menjadi nilai tambah.
2. Pengalaman Customer Service E-Commerce diutamakan; fresh graduates dipersilahkan melamar.
3. Keterampilan komunikasi tertulis yang baik, tata bahasa rapi, dan empati tinggi.
4. Mampu bekerja terstruktur, teliti, dan berorientasi pada target layanan.
5. Terbiasa mengoperasikan komputer dan menggunakan Google Sheets/Docs; pengalaman helpdesk/CRM menjadi nilai tambah.
6. Bisa mengetik dengan lancar menggunakan sepuluh jari.
7. Bersedia bekerja shift dan akhir pekan secara bergiliran.

• Menerima, mencatat, menindaklanjuti pertanyaan/keluhan dari pengguna system pembayaran , merchant, dan masyarakat.
• Meneruskan pertanyaan/keluhan yang diterima ke institusi atau departemen terkait
• Memastikan keluhan ditindaklanjuti oleh PJP bersangkutan melalui proses monitoring, eskalasi keluhan, mengirim reminder (bila diperlukan)
• Menyusun laporan berkala & adhoc report (bila diperlukan)
• Tugas lain yang diberikan manager lini

Salary: UMK Malang

Allowance

BPJS

Kriteria:

• Min. D3. Domisili Malang

• Memiliki pengalaman sebagai Customer Service/Customer Relation/Telesales/Telemarketing

• Aktif dan komunikatif

• Memiliki pengalaman negosiasi dan penjualan

• Bersedia untuk join segera (kurang dari 1 minggu)

REQUIREMENT :

• Pendidikan minimal SMA/SMK sederajat
• Berdasi
• Mampu mengoperasikan komputer dengan lancar
• Mampu dan memiliki pemahaman penggunaan spreadsheet
• Berpengalaman mengoperasikan sistem analisis data dan CRM (Qontak, diutamakan)
• Bersedia bekerja dengan sistem shifting
• Mampu bekerja secara multitasking
• Teliti, bertanggung jawab dan memiliki kemampuan komunikasi yang baik

RESPONSIBILITY :

1. Menjalankan operasional pemrosesan pesanan pelanggan sesuai dengan prosedur
2. Mengoperasikan modem pool untuk memantu dan memastikan saldo pulsa pada setiap kartu yang digunakan
3. Memproses dan menindaklanjuti order pelanggan melalui panel yang disediakan
4. Melakukan pengecekan rutin terhadap pulsa masuk, serta pencatatan data pulsa (Stock) secara akurat di spreadsheet
5. Menjaga kestabilan stock pulsa dan memastikan saldo tersedia sesuai kebutuhan operasional
6. Memantau dan mengevaluasi proses kerja, flow, dan SOP di area CS WhatsApp (Quality Assurance)

REQUIREMENT :

• Pendidikan minimal SMA/SMK sederajat
• Berdasi
• Mampu mengoperasikan komputer dengan lancar
• Mampu dan memiliki pemahaman penggunaan spreadsheet
• Memiliki pengalaman sebagai Customer Service, channel Live Chat
• Berpengalaman mengoperasikan sistem analisis data dan CRM (Qontak, diutamakan)
• Bersedia bekerja dengan sistem shifting (bersedia masuk shift malam)
• Mampu bekerja secara multitasking
• Teliti, bertanggung jawab dan memiliki kemampuan komunikasi yang baik

RESPONSIBILITY :

1. Menjalankan operasional pemrosesan pesanan pelanggan sesuai dengan prosedur
2. Mengoperasikan modem pool untuk memantu dan memastikan saldo pulsa pada setiap kartu yang digunakan
3. Memproses dan menindaklanjuti order pelanggan melalui panel yang disediakan
4. Melakukan pengecekan rutin terhadap pulsa masuk, serta pencatatan data pulsa (Stock) secara akurat di spreadsheet
5. Menjaga kestabilan stock pulsa dan memastikan saldo tersedia sesuai kebutuhan operasional
6. Memantau dan mengevaluasi proses kerja, flow, dan SOP di area CS WhatsApp (Quality Assurance)

Responsibilities:

• Assist consumers and partners in using products and resolving issues
• Provide excellent service and handle disputes with empathy
• Support projects such as registration, sales, and training
• Manage partner account administration

Requirements:

• Min. D3/S1, GPA ≥ 2.75
• Strong communication skills in Bahasa (English a plus)
• Experience in customer service or sales
• Typing 50 WPM, 90% accuracy
• Empathetic, agile, detail-oriented, and vaccinated (min. 2 doses)
• Fresh graduates welcome (up to 2 years experience)

Location & Duration:

Banjarmasin, Malang, Makassar — 12 months

• Provide exceptional customer support and technical assistance to users via multiple communication channels (phone, email, chat).
• Troubleshoot and diagnose hardware, software, and connectivity issues for customers.
• Guide customers through step-by-step solutions to resolve technical problems effectively.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate unresolved issues to higher-level support teams or relevant departments.
• Identify and report recurring technical issues or product defects to the development team.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Educate customers on product features and best practices to enhance their experience.
• Maintain a high level of customer satisfaction by providing prompt, professional, and courteous service.
• Collaborate with team members to share knowledge and improve support processes.
• Stay up-to-date with product updates, new features, and relevant technologies.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Gather customer feedback to help improve products and services.
• Manage time effectively to handle a high volume of support requests.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 2 years of experience in customer service or technical support, preferably in a remote setting.
• Proven ability to troubleshoot and resolve technical issues across various platforms.
• Strong understanding of common operating systems, software applications, and networking concepts.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Proficiency in using helpdesk software and CRM systems.
• Customer-centric mindset with a passion for delivering outstanding service.
• Ability to work independently, manage priorities, and meet deadlines in a remote environment.
• Strong problem-solving and analytical skills.
• Adaptable and willing to learn new technologies quickly.
• Fluency in English.

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Providing first-level technical support and troubleshooting for product-related issues.
• Guiding customers through product features, setup, and usage.
• Resolving customer complaints and escalating complex issues to the appropriate departments.
• Documenting customer interactions, issues, and resolutions accurately in the CRM system.
• Maintaining a high level of product knowledge and technical expertise.
• Identifying opportunities to improve customer satisfaction and service processes.
• Collaborating with other teams, such as sales and product development, to address customer needs.
• Adhering to service level agreements (SLAs) and quality standards.
• Gathering customer feedback and reporting on common issues or trends.
• Assisting with customer account management and order inquiries.
• Contributing to a positive team environment and sharing knowledge with colleagues.