Job description for Contact Center Specialist at PT Reka Multi Aptika
Qualification :
- Minimum education: High school graduate (SMA/SMK)
- Minimum 1–2 years of experience in Contact Center, Customer Service, or a related position
- Quick learner with the ability to quickly understand and adapt to new systems, products, and SOPs
- Fast response and strong responsiveness, with the ability to work efficiently while maintaining accuracy
- Able to handle chat, email, and phone call with clear, polite, professional, and solution-oriented communication
- Able to work multitask, prioritize tasks, and manage multiple responsibilities simultaneously
- Have strong initiative and problem solving skills, with the ability to work independently
- Able to work under pressure and high work volume, with a strong sense of responsibility, discipline, and perseverance
- Willing to work on a 24/7 shifting schedule, including weekends and public holidays, and able to work effectively both independently and as part of a team
Job Description :
- Handle customer inquiries, requests, and complaints through chat, email, and phone in accordance with applicable SOP
- Provide customers with fast, accurate, clear, and professional information and solutions
- Conduct data, transaction, and customer issue checks using the available systems
- Create and update customer tickets and reports with accurate details and handling results
- Conduct follow up on customer reports or issues that are still in progress until they are properly resolved
- Escalate issues to the relevant teams when further investigation or handling is required
- Ensure all customer cases are handled in accordance with applicable SOP, SLA, and priorities
- Maintain accurate documentation and records of customer interactions, issues, and resolution outcomes
