Job description for CALL CENTER MANDARIN SPEAKER - JAKARTA at PT SWAKARYA INSAN MANDIRI (SIM GROUP)
Qualifications
• Minimum Diploma (D3) / Bachelor’s Degree (S1) from any major.
• Minimum 1 year of experience in Call Center or Customer Service; BPO experience is preferred.
• Proficient in Mandarin, both spoken and written.
• Have good communication and active listening skills.
• Able to handle customer complaints with patience and professionalism.
• Familiar with basic computer operations and Call Center systems, such as CRM/Omni.
• Willing to work in shifts, weekends, and public holidays according to the schedule.
• Service-oriented, disciplined, detail-oriented, and able to work under pressure.
Responsibilities
• Monitor all B2B RAC reports from the time the report is received until the case is fully resolved and closed.
• Receive and respond to customer inquiries through phone, WhatsApp, live chat, and email promptly and professionally.
• Coordinate with Service Centers, technicians, and relevant internal teams to ensure cases are resolved within the agreed SLA.
• Record customer complaints, service requests, and product inquiries accurately in the designated system, such as ICS, Omni Latera, or CRM.
• Provide product information, warranty details, and troubleshooting guidance based on approved scripts and SOP.
• Escalate unresolved or complex cases to the Team Lead BPO or In-house Team Leader when necessary.
• Ensure service request data and customer information are recorded completely and accurately.
• Follow daily schedules, attendance requirements, and performance standards established by the Team Lead In-house.
• Prepare monitoring, administrative, and B2B RAC case progress reports.
• Contribute to achieving Call Center KPI targets, including SLA, CAT, AHT, and FCR.
• Maintain the confidentiality and security of customer data in accordance with company policies and ISO standards.
