Deskripsi pekerjaan Customer Expert Live Chat English - Jakarta TP Group Indonesia
About the Role
We are looking for a communicative, customer-focused, and fluent English speaker to join our team as an English Customer Expert. In this role, you will be the front-line ambassador representing our brand to global and multinational customers. You will deliver high-quality support and quick issue resolution with empathy and clarity across omnichannel platforms (email, live chat, and voice calls).Key Responsibilities
- Deliver prompt, accurate, and professional assistance to international customers in English via phone, live chat, and email.
- Diagnose, troubleshoot, and resolve customer issues effectively while adhering to company SOPs and knowledge base guidelines.
- Maintain meticulous records of customer interactions, support tickets, and feedback within the CRM system.
- Collaborate cross-functionally with technical, product, or logistics teams to escalate and resolve complex inquiries.
- Consistently meet or exceed operational KPIs, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
- Share user insights and recurring pain points to support continuous service and product improvements.
Qualifications
- Diploma or Bachelor’s degree in any field (English Literature, Communications, or International Relations is a plus).
- Advanced to fluent English proficiency (C1/C2 / Native-level) across spoken and written communication.
- Minimum of 1 year of experience in Customer Service, Call Center, or Client Support operations (experience serving international/global accounts is highly preferred; ambitious fresh graduates with exceptional English skills are welcome to apply).
- Strong interpersonal skills, active listening capabilities, and sharp analytical problem-solving abilities.
- Familiarity with helpdesk and CRM ticketing software (e.g., Zendesk, Salesforce, Freshdesk) is an advantage.
- Willingness to work on a rotational shift schedule (including weekends and public holidays, if required) based in Jakarta.
