Job description for Customer Service Staff & Operation at eRpay
About the Role
We are looking for a proactive and customer-oriented Customer Service Staff to support our merchant operations and payment services. This role will handle customer inquiries, complaints, and service requests related to QRIS, EDC, Soundbox, eRPay, and other company products. The ideal candidate should be able to provide responsive and accurate support, manage service tickets, coordinate with internal teams and external partners, and ensure all issues are followed up in accordance with established Service Level Agreements (SLAs).
Responsibilities
- Handle customer inquiries, complaints, and service requests through WhatsApp, phone, email, and other official communication channels.
- Record, classify, prioritize, and monitor service tickets, ensuring accurate documentation and timely follow-up.
- Provide basic guidance and support for QRIS, EDC, Soundbox, eRPay, and other company products.
- Coordinate with Operations, IT, banks, vendors, and other relevant teams to investigate and resolve customer issues.
- Monitor ticket progress and ensure all cases are followed up until resolution and closure.
- Escalate critical incidents, recurring complaints, suspected fraud, and potential SLA breaches to the relevant teams.
- Provide regular updates to customers regarding the status of their requests or complaints.
- Prepare daily and weekly reports on ticket volume, complaint categories, SLA performance, backlogs, and recurring issues.
- Maintain customer data confidentiality and ensure compliance with company SOPs and information security standards.
Requirements
- Minimum Diploma (D3); a Bachelor's degree (S1) is preferred in Communication, Management, Business Administration, Information Systems, or a related field.
- Minimum 1 year of experience in Customer Service, Helpdesk, Merchant Support, or Service Desk.
- Experience in fintech, payment services, banking, or merchant support is highly preferred.
- Good verbal and written communication skills, with a strong customer-service mindset.
- Familiarity with ticketing systems, spreadsheets, and customer communication channels such as WhatsApp, phone, and email.
- Basic understanding of troubleshooting, complaint handling, issue documentation, and escalation procedures.
- Strong problem-solving, organizational, and time management skills.
- Detail-oriented, proactive, empathetic, and able to manage multiple requests under pressure.
- Able to work collaboratively with internal teams and external partners.
- High integrity and the ability to maintain confidentiality and follow established procedures.
Preferred Qualifications
- Familiarity with QRIS, EDC terminals, Soundbox, eRPay, or other digital payment products.
- Experience using ticketing systems, CRM platforms, or omnichannel customer service tools.
- Basic knowledge of payment transaction processes and merchant operations.
- Training or certifications in Customer Service, Service Desk, Communication, or Information Security are an advantage.
