Job description for NIGHT SHIFT - Inbound Call Customer Service English Speaker at TP Group Indonesia
Night Shift English Customer Expert
About the Role
As a Night Shift English Customer Expert, you will provide customer support for an international logistics and cross-border delivery project. This role is focused on assisting customers with shipment-related concerns and does not involve sales or product marketing activities.
Key Responsibilities
- Handle customer inquiries via phone, email, WhatsApp, and other communication channels.
- Assist customers with shipment tracking, delivery updates, delays, lost shipments, damaged packages, and other logistics-related issues.
- Investigate customer cases using internal systems and identify appropriate resolutions in accordance with company procedures.
- Process shipping claims, re-delivery requests, and other post-delivery support activities.
- Maintain accurate records of customer interactions and update case information within internal systems.
- Deliver professional, empathetic, and solution-oriented customer service.
- Escalate complex or unresolved cases to the appropriate internal teams when necessary.
- Meet established quality, productivity, and customer service performance targets.
- Participate in training sessions, team briefings, coaching, and continuous improvement initiatives.
Qualifications - Diploma (D3) or Bachelor's Degree (S1) in any field.
- Previous experience in Inbound Call Center operations is preferred.
- Experience in Customer Service, BPO, Logistics, E-commerce, or related industries is an advantage, but fresh graduates with strong English skills are welcome to apply.
- English proficiency at C1 level or above (speaking, listening, reading, and writing).
- Strong verbal and written communication skills in English.
- Excellent attention to detail, analytical thinking, and problem-solving abilities.
- Comfortable working in a fast-paced and dynamic environment.
- Minimum typing speed of 50 WPM.
- Able to work under pressure and adapt to shift-based schedules.
- Willing to work onsite (WFO) at TP Indonesia Yogyakarta.
Benefits - Competitive salary above the Yogyakarta minimum wage (UMR).
- Monthly performance incentives and project allowances.
- Shift allowances based on assigned schedules.
- Overtime compensation (where applicable).
- Additional compensation for work on public holidays.
- BPJS Kesehatan and BPJS Ketenagakerjaan coverage.
- Clear career growth and internal promotion opportunities.
- Comprehensive onboarding, training, and continuous learning programs.
- Opportunity to support an international logistics project and gain valuable global customer service experience.
Location: Yogyakarta (Work From Office) - Working Hours: Night Shift
- Employment Type: Full-time
