Customer Service Representative (Bahasa speaker)
We are seeking a proactive and customer-focused Farsi-speaking Customer Service Representative to join our team - Reporting to the Team Lead, Customer Service. The ideal candidate will be responsible for delivering exceptional support to our Indonesian Bahasa & English speaking clients (using google translate), resolving inquiries efficiently, employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in Native Indonesian Bahasa & English.
- Provide accurate information regarding products, services, and policies
- Resolve customer issues promptly and professionally
- Maintain detailed records of customer interactions in CRM systems
- Collaborate with internal teams to ensure customer satisfaction
- Identify and escalate priority issues when necessary
- Handling of Back-office queries
- Support clients with technical and troubleshooting issues
- Deal with complaints of a varying nature promptly and effectively
- Meet set performance targets including response time, resolution rate, and customer satisfaction.
- Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.
- Fluency in Native Indonesian Bahasa and English (spoken and written)
- Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage.
- Strong communication, soft-selling and interpersonal skills
- Ability to work efficiently under pressure
- Ability to multitask and work in a fast-paced environment
- Familiarity with CRM systems and support tools is a plus
- Problem-solving mindset and attention to detail
