Customer Care English - Semarang

Company Description PT MitraComm Ekasarana, founded in 1999, is a diversified services company with several specialized business units. MitraComm Business Process Services delivers end-to-end business process outsourcing solutions, supported by more than 150 professionals, around 8,000 staff, and contact centers with 4,000 seats. MitraComm Ekasarana Channel Solution (MECS) operates as a technology services provider and system integrator. MitraComm Ekasarana Service Office (Effist Suite Office) offers high-quality suite and virtual offices, meeting rooms, and business facilities in prestigious office buildings in Jakarta's central business districts. Together, these units create a dynamic environment for professionals seeking growth in customer-focused and technology-driven services.
Role Description The Customer Care English role in Semarang is a contract, on-site position responsible for handling customer inquiries and resolving issues through phone, email, and chat in English and Indonesian. Daily tasks include responding to customer questions, providing accurate information about products and services, and ensuring timely follow-up on outstanding cases. The role involves documenting interactions in the customer relationship management system, identifying recurring issues, and escalating complex problems to the appropriate teams. The Customer Care professional is expected to maintain service quality, contribute to customer satisfaction goals, and collaborate with colleagues and supervisors to improve processes and customer experience.
Qualifications

• Strong customer-facing skills, including Customer Service and Customer Support, with a focus on professional, courteous interaction.
• Ability to drive Customer Satisfaction, including managing feedback, handling complaints constructively, and supporting retention initiatives.
• Solid Communication skills in both English and Indonesian, with clear verbal and written capabilities suitable for phone, email, and chat channels.
• Good Analytical Skills to understand customer needs, identify root causes of issues, and suggest practical solutions.
• Previous experience in contact center, helpdesk, or customer care roles is preferred.
• Minimum high school diploma; a diploma or bachelor's degree in any field is an advantage.
• Comfort working in an on-site environment in Semarang with flexible shifts, including weekends or holidays if required.
• Ability to work in a team, handle high call volumes, and maintain accuracy under pressure.