Company Description
As an L1 Contact Center Agent, you will serve as the first point of contact for customers, providing assistance and support through various communication channels. This role is responsible for handling customer inquiries, complaints, and service requests in a professional, timely, and customer-oriented manner.
You will play a key role in delivering a positive customer experience by providing accurate information, resolving issues efficiently, and ensuring customer concerns are addressed appropriately. Cases that require further investigation or specialized handling will be escalated to the relevant teams in accordance with established procedures.
Role Description
- Handle customer inquiries, requests, and complaints through phone, email, chat, and other communication channels.
- Provide accurate information regarding products, services, and company procedures.
- Identify and resolve customer issues at the first level of support (first-level support).
- Escalate complex cases or issues requiring further investigation to the L2 team or relevant departments.
- Accurately document all customer interactions and case details in the system.
- Ensure all customer handling activities comply with established SOPs, company policies, and service level agreements (SLAs).
- Follow up on customer cases to ensure timely and satisfactory resolution.
- Maintain service quality standards and achieve assigned performance targets.
- Contribute to enhancing the overall customer experience by delivering professional, responsive, and empathetic support.
Qualifications
- Strong interpersonal and communication skills.
- Minimum 1 year of experience as a Contact Center Agent, Call Center Agent, or in a similar role.
- Excellent customer service and customer handling skills.
- Proficient in using computer applications, CRM systems, and contact center support tools.
- Willing to work on a shifting schedule.
- Willing to work onsite at Pacific Building, Yogyakarta.
- Able to thrive in a dynamic, fast-paced, and target-driven environment.
- Detail-oriented, proactive, and equipped with strong problem-solving abilities.
