Company Description
Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.
With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.
The organization focuses on delivering user-friendly platforms, efficient services, and reliable support to help clients navigate financial markets. With offices across key international hubs, it offers a dynamic and multicultural working environment with opportunities for professional growth.
Job Description
Reporting to the Team Lead / Senior Customer Service, our client is seeking a proactive and customer-focused Bahasa Indonesia-speaking Customer Service Representative to join the team.
The successful candidate will be responsible for delivering high-quality support to Bahasa Indonesia-speaking clients, resolving inquiries efficiently, and contributing to a positive overall customer experience. You will work within a diverse, collaborative team environment and play a key role in supporting client satisfaction and retention.
Key Responsibilities
- Respond to customer inquiries via phone, email, and live chat in Bahasa Indonesia and English.
- Provide accurate information regarding products, services, and policies.
- Resolve customer issues in a timely and professional manner.
- Maintain detailed and accurate records of customer interactions within CRM systems.
- Collaborate with internal teams to ensure seamless issue resolution and customer satisfaction.
- Identify and escalate priority or complex issues when necessary.
- Handle back-office related queries and support requests.
- Assist clients with basic technical troubleshooting where required.
- Manage and resolve customer complaints effectively and professionally.
- Meet defined performance targets, including response times, resolution rates, and customer satisfaction metrics.
- Identify opportunities to enhance client experience and retention through value-added support and service.
Qualifications
- Fluency in Bahasa Indonesia and English (spoken and written) is essential.
- Previous experience in customer service or a similar role is preferred; experience within financial services or trading environments is an advantage.
- Strong communication and interpersonal skills.
- Ability to work effectively under pressure in a fast-paced environment.
- Strong multitasking and organizational abilities.
- Familiarity with CRM systems and customer support tools is beneficial.
- Problem-solving mindset with strong attention to detail.
- Additional language skills are a plus.