Job Description

Position Responsiblities:

Hiring Objective: Drive customer service excellence by managing inquiries and complaints across all channels, analyzing serviceperformance, and implementing process improvements to enhance operational efficiency and customer satisfaction.

Primary Job Responsibilities:

• Perform and maintain team performance metrics (FRT, Resolution Time, CSATAT, Quality ofResponses) to ensure consistent service excellence.
• Handle customer inquiries and complaints across Live Chat, Email, and Calls, providing professional, timely, and empatheticresolutions.
• Maintain accurate records of interactions, feedback, and transactions for reporting and process improvement.
• Identify workflow gaps or recurring issues, propose actionable solutions, and contribute to updating SOPs and FAQs.
• Learn and maintain in-depth knowledge of company products and services to provide accurate guidance.
• Support special projects or ad-hoc initiatives that enhance customer experience or operational efficiency.

Job Requirements

Qualifications & Experience:

• SPM / Diploma or equivalent; degree holders are also welcome to apply.
• 1–2 years of experience in customer service, preferably in fast-paced environments or call centers.
• Familiarity with F&B industry and coffee knowledge is a plus.- Willingness to work shifts, weekends, and public holidays.
• Strong computer skills (Excel, CRM platforms such as Zendesk, Freshchat, Intercom).
• Proficiency in English and Bahasa.
• Strong problem-solving, analytical, and decision-making skills.
• Detail-oriented, organized, and able to multitask under pressure in a fast-paced environment.
• Ability to work independently with minimal supervision and strong time management.
• Positive attitude, proactive, and adaptable in a fast-paced environment.
• Assertive team player with strong collaboration and communication skills.
• Behavioral Traits / Personalities: Customer Service & Empathy

a Necessity, not a Luxury

Skills