Customer Service Tier 2 (Yogyakarta)

Join PT Horizon Internusa Persada as a Customer Service Tier 2 in Yogyakarta and become a key player in delivering exceptional customer support. This role is ideal for professionals who thrive in dynamic environments, solving complex customer inquiries and ensuring customer satisfaction. At Horizon Internusa Persada, we are committed to innovation and excellence, and we are looking for a dedicated individual to join our team in Yogyakarta. In this role, you will handle a wide range of customer service tasks, from answering queries to resolving complaints, all while maintaining a high standard of professionalism and efficiency. This is an excellent opportunity to grow your career in a supportive and forward-thinking company.

As a Customer Service Tier 2 at Horizon Internusa Persada, you will be the first point of contact for customers, providing them with accurate and timely information. You will use our advanced CRM system, Zendesk, to manage customer interactions and ensure that all inquiries are addressed promptly. This role requires a proactive and customer-focused approach, as you will need to handle multiple inquiries simultaneously and prioritize tasks effectively. You will also have the opportunity to develop your skills and contribute to our ongoing efforts to improve customer service standards.

📋 Tanggung Jawab Pekerjaan

• Handle incoming customer inquiries via phone, email, and chat, providing accurate and helpful responses.
• Use Zendesk to manage and track customer interactions, ensuring all inquiries are addressed in a timely manner.
• Escalate complex issues to the appropriate teams for resolution, maintaining clear communication throughout the process.
• Resolve customer complaints and issues, working towards customer satisfaction and retention.
• Provide product and service information to customers, ensuring they have a clear understanding of our offerings.
• Document all customer interactions and resolutions, maintaining accurate records for future reference.
• Monitor and analyze customer feedback to identify trends and areas for improvement in our customer service processes.
• Collaborate with cross-functional teams to ensure seamless customer support and service delivery.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communication, or a related field.
• Minimum of 2 years of experience in customer service, preferably in a dynamic and fast-paced environment.
• Proven ability to handle multiple customer inquiries simultaneously and prioritize tasks effectively.
• Excellent written and verbal communication skills in Indonesian, with the ability to communicate clearly and professionally.
• Strong problem-solving and analytical skills, with the ability to think critically and find solutions to complex issues.
• Familiarity with CRM systems, particularly Zendesk, is a plus.
• Ability to work well under pressure and meet tight deadlines in a fast-paced environment.
• Customer-focused mindset with a commitment to delivering exceptional service and ensuring customer satisfaction.

🛠️ Keahlian

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