Job Description

Position Responsibilities

• First Response Time (Email & Live Chat)
• Resolution Time (Email & Live Chat)
• CSAT (Customer Satisfaction Score)
• Quality of Responses (Email & Live Chat)
• Acknowledging and resolving customer complaints promptly
• Knowing our products inside and out so that you can answer questions
• Keeping records of customer interactions, transactions, comments, and complaints
• Follow communication procedures, guidelines, and policies
• To communicate and coordinate with colleagues as necessary.
• To ensure customer satisfaction and provide professional customer support
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
• Learn about the organization's products or services and keep up to date with changes
• Perform any other special project/ task as assigned by superior/management
• Provide a solution and improvement plan to support the primary role.

Job Requirements

Qualification and Experience

• At least 1–2 years of working experience in customer service is required for this position.
• Experience in customer service or a call center in a fast-paced environment.
• Familiarity with the F&B industry and coffee knowledge is an added advantage.
• Willing to work on shifts, weekends, and public holidays.

Skills & Knowledge (Requirements):

• Strong computer skills (e.g., Excel) - Prior experience with live chat platforms (e.g., Zendesk, FreshChat, Intercom, etc.)
• Computer literate and comfortable working with numbers
• Strong critical thinking and problem-solving skills
• Proficiency in English and Bahasa
• Respond to all enquiries from official channels (e.g., live chat, emails, calls) and register all enquiries

Behavioral Traits / Personalities:

• Good team player with a positive attitude and eagerness to learn.
• Detail-oriented, meticulous, and able to work under pressure in a fast-paced environment.
• Assertive team player with high energy to perform in a fast-paced environment.
• Demonstrates the appropriate level of skill to promote company products.
• Well-organized, detail-oriented, and able to multitask.

a Necessity, not a Luxury 

Skills