Are you a customer service enthusiast who loves solving problems and great at handling complaints Kopi Kenangan is looking for Customer Service Agent who are passionate about delivering excellent customer experiences across all our channels.
Ideal Candidate Profiles:
- Diploma/Bachelors degree with 12 years of experience in Customer Service.
- Familiarity with Zendesk or other contact center platforms.
- Proficient in English.
- Strong problem-solving, communication, and decision-making skills.
- Able to work shifts, including weekends and public holidays.
Key Responsibilities:
- Handle and resolve customer inquiries and complaints across platforms (WhatsApp, Instagram, Email, KK App, Twitter) via Zendesk or similar tools.
- Escalate unresolved cases to relevant departments with a sense of urgency and professionalism.
- Maintain deep knowledge of company products and services to provide accurate and helpful responses.
- Contribute to regular customer service reporting and analysis.
- Support team leads in improving communication standards and procedures.
More about Kenangan Brands
Kenangan Brands owns multiple brands:
- Kopi Kenangan, a much-loved coffee chain store with close to 900 stores across Indonesia;
- Kenangan Coffee Malaysia launched in 2022, where we now have more than 85 stores across Malaysia.
- Kenangan Coffee Singapore launched in 2023, where we now have 7 stores; and
- Kopi Kenangan Hanya Untukmu, our Ready-To-Drink FMCG subsidiary
