Customer Service Executive - Inbound & Email Support - Yogyakarta

Customer Service Executive - Inbound & Email Support - Yogyakarta

Are you passionate about delivering exceptional customer experiences and solving problems with empathy and professionalism? Join our growing team as a Customer Service Representative and become part of an organization that values customer satisfaction, teamwork, and continuous development.
📍 Location: Sleman City Hall, Yogyakarta (Work From Office)
💼 Employment Type: Training Contract & Permanent Role
🕒 Work Schedule: 5 Working Days | 24/7 Rotational Shift | Permanent Night
Important: Kindly ensure your resume is provided in English.

Key Responsibilities

• Handle customer complaints and inquiries received through ticketing and resolution platforms.
• Maintain a positive, empathetic, and professional attitude in every customer interaction.
• Deliver accurate information and high-quality service that exceeds customer expectations.
• Work collaboratively with team members to achieve KPI targets and service level agreements (SLAs).
• Resolve customer issues efficiently across various communication channels.
• Accurately document customer interactions, transactions, feedback, and complaints.
• Provide recommendations to improve customer service processes and operational efficiency.
• Ensure customer satisfaction by delivering professional and solution-oriented support.

What We're Looking For

• Minimum 1 year of experience in a Contact Center or Customer Service environment.
• Strong English proficiency (minimum B2 level) – both spoken and written.
• Willingness to work on a 24/7 rotational shift schedule/ permanent night shift.
• Ability to work 9-hour shifts (inclusive of breaks).
• Commitment to service quality and customer satisfaction.
• Willing to commute and work onsite in Yogyakarta City (Sleman City Hall).

What's in It for You?

• Comprehensive training program for new hires
• Permanent employment opportunity
• Attractive incentive scheme
• Competitive annual leave entitlement
• BPJS Health Care coverage
• BPJS Manpower benefits
• Supportive and collaborative work environment
• Career growth and development opportunities

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.