L1 Call Support Representative (English Speaker)

About the Job:

- WFO(Jakarta)

- Fast Hiring

- Work in US TimeZone (21:00 WIB - 5:00 WIB)

Summary of Job Function

The Level 1 Call Support Representative is responsible for providing excellent customer service and support to clients via phone, email, and other communication channels. The role involves answering inquiries, addressing basic issues, and escalating more complex problems to higher-level support when necessary.

Essential Duties and Responsibilities

Customer Service:

• Take live phone calls and monitor shared email box.
• Strive to achieve the excellent quality assurance scores on customer interactions.

Issue Resolution:

• Listen to customer concerns and provide accurate and timely information.
• Resolve customer complaints within scope and escalate issues when necessary.

Documentation:

• Document all customer interactions and transactions, noting details of inquiries, complaints, and actions taken.
• Maintain accurate records of customer information and follow-up actions.

Service Excellence:

• Ensure customer satisfaction through effective communication and follow-up.
• Adhere to company policies and procedures in all customer interactions.
• Strive to meet or exceed performance metrics related to call handling time, customer satisfaction, and first call resolution.

Team Collaboration:

• Collaborate with team members and other departments to resolve issues and improve service.
• Participate in training sessions and team meetings to enhance product knowledge and customer service skills.

Requirements

- Min 2 years of relevant experience in IT background or experience in IT help desk

- Excellent in English Speaking is Mandatory

- Excellent communication skills, both verbal and written.

- Strong customer service skills

- Proficiency with basic computer applications and ability to learn new software systems.

- Mandatory to have English certification such as EF B2, IELTS, TOEFL, etc