About the Role:

We are seeking a passionate individual to join our team as a Customer Service Agent. In this role, you will engage with customers to address their inquiries and concerns in real-time. You will be responsible for providing prompt and professional customer service through live chat and email communication. Your primary goal will be to ensure customer satisfaction and resolve any issues they may have.

What You'll Do:

Respond to customer inquiries and issues from around the world via various channels including email, chat, voice, and social media.
Collaborate with internal and external stakeholders, such as product managers and the marketing team, to handle complaints and feedback regarding our websites, products, platforms, and services.
Develop a deep understanding of our company's products in order to effectively communicate with customers.
Build and maintain strong relationships with our partners and external stakeholders.
Escalate queries or issues that cannot be resolved within the standard procedures to Level 2/Supervisors as directed by the operations management.

What We're Looking For:

A diploma in finance, customer service, or a related field.
At least 2 years of experience in a similar role, such as social media agent or customer service representative.
Excellent communication skills in both spoken and written Indonesian and English, with additional languages being a plus.
Ability to work independently in a fast-paced environment.
Willingness to work according to a given schedule to support 24x7 operations.
Strong interpersonal skills, with the ability to navigate difficult situations and stay calm under pressure.
Problem-solving mindset with a focus on finding the right solutions for customers while being cost-efficient.
Excellent time management skills, with the ability to multitask and prioritize effectively.
Quick learner who can ramp up quickly and act on feedback constructively.

Nice to Have:

Experience with CRM tools, such as Zendesk.
Familiarity with the crypto/finance-technology industry.
Previous experience working with teams across different global offices and time zones.
Basic computer knowledge, including MS Office, MS Outlook, Internet Explorer, and other applications.
Preferred experience in call center customer service.

Why Join Us:

Competitive remuneration package with various bonuses and benefits.
Meal allowance up to RM 500 per month.
Monthly team building activities.
Training and wellness benefits up to RM 2500 per year.
Yearly bonus opportunities.
Convenient workplace location within walking distance of MRT TRX.
Excellent prospects for growth and promotion with assistance, skill development opportunities, mentoring, and training programs.
Employee engagement, recognition, and appreciation program.
Multinational working environment, providing the opportunity to interact with individuals from diverse backgrounds and cultures.

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