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