Customer Care Mandarin - Semarang Central Java

Company Description MitraComm Ekasarana, founded in 1999, is a diversified services company with three main business units. MitraComm Business Process Services provides comprehensive business process outsourcing solutions with thousands of staff and large-scale contact center facilities. MitraComm Ekasarana Channel Solution operates as a technology services provider and system integrator, supporting clients with reliable technical expertise. MitraComm Ekasarana Service Office (Effist Suite Office) offers premium suite and virtual offices, meeting rooms, and business lounges in prestigious office buildings in Jakarta. The company continues to expand its professional services across Indonesia, creating opportunities for talent in customer care and support roles.
Role Description This is a contract, on-site Customer Care Mandarin role based in Semarang, Central Java. The role focuses on handling customer inquiries and concerns in Mandarin and Bahasa/English through phone, email, chat, or other communication channels. Daily tasks include providing accurate information about products and services, resolving issues promptly, and escalating complex cases to the appropriate internal teams when needed. The Customer Care team member is expected to maintain high standards of customer satisfaction, follow established contact center procedures, and accurately document interactions in the system. The role also involves working with performance targets, contributing to continuous improvement in service quality, and collaborating with colleagues and supervisors to ensure consistent and professional customer experiences.
Qualifications

• Strong customer-facing skills, including Customer Service, Customer Support, and a focus on Customer Satisfaction.
• Excellent Communication abilities, with clear verbal and written skills in Mandarin and proficiency in Bahasa Indonesia; English capability is an advantage.
• Solid Analytical Skills to understand customer issues, identify root causes, and propose effective solutions.
• Ability to work in a structured contact center environment, follow procedures, and meet performance targets.
• Previous experience in customer care, call center, or service-related roles is preferred.
• Willingness to work on-site in Semarang with flexible shifts, including weekends or holidays if required.
• Minimum high school diploma or equivalent; further education in communications, business, or related fields is beneficial.
• Professional, patient, and resilient attitude when handling high volumes of customer interactions.