Job description for Customer Service at Mova
About the Role
We are looking for a Customer Service staff to support users and ensure they receive fast, clear, and professional assistance. This role will handle customer inquiries, resolve service issues, and coordinate with internal teams to improve the overall customer experience.
Customer Support
- Handle customer inquiries, complaints, and requests through chat, WhatsApp, phone, email, or other channels.
- Provide clear assistance related to app usage, bookings, payments, promotions, and service information.
- Resolve customer issues quickly and professionally.
- Follow up on customer cases until they are properly completed.
Issue Handling & Coordination
- Record and escalate customer issues to the relevant teams, including Operations, Product, Finance, or Tech.
- Coordinate with internal teams to solve issues related to bookings, payments, refunds, promotions, app errors, or service quality.
- Identify recurring problems and provide feedback for service improvement.
- Ensure all cases are handled based on company SOPs.
Customer Experience
- Maintain polite, responsive, and helpful communication with customers.
- Support customer education by explaining how to use the app and company services.
- Collect customer feedback and report key insights to the team.
- Help improve customer satisfaction and service quality.
Data & Reporting
- Update customer interaction records accurately.
- Prepare simple reports on complaints, issues, follow-up status, and customer feedback.
- Track common problems and unresolved cases.
- Ensure all customer data and case documentation are properly maintained.
Requirements
- Minimum Bachelor’s Degree / S1 from any major at a reputable university.
- Fresh graduates are welcome to apply.
- Experience in customer service, call center, user support, operations, hospitality in transportation, or ride-hailing industry is preferred.
- Excellent communication skills in Bahasa Indonesia and English
- Strong problem-solving skills and able to handle complaints calmly.
- Detail-oriented, responsive, organized, and service-minded.
- Comfortable using WhatsApp, Google Sheets, Microsoft Office, and other support tools.
- Able to work in a fast-paced environment and manage multiple customer cases.
