Escalation Support Officer - Customer Service (Yogyakarta)

Join PT Horizon Internusa Persada as an Escalation Support Officer in Yogyakarta and play a pivotal role in delivering exceptional customer service. This position is ideal for individuals who thrive in dynamic environments, possess strong problem-solving skills, and are passionate about helping customers. Our team is dedicated to providing top-notch support, and we are looking for a proactive and detail-oriented professional to join us.

As an Escalation Support Officer, you will be the first point of contact for customers facing complex issues. Your mission is to resolve these issues efficiently and effectively, ensuring customer satisfaction. You will work closely with our customer service team, using tools like Zendesk and Salesforce to manage and escalate issues. This role offers a unique opportunity to grow and develop your skills in a supportive and innovative environment.

📋 Tanggung Jawab Pekerjaan

• Handle and resolve escalated customer issues promptly and professionally.
• Work with the customer service team to ensure issues are escalated and tracked using Zendesk and Salesforce.
• Provide exceptional customer service by communicating clearly and empathetically.
• Analyze customer feedback to identify trends and areas for improvement.
• Collaborate with other teams to find solutions to complex customer problems.
• Maintain detailed records of all customer interactions and resolutions.
• Stay updated with the latest industry trends and best practices in customer service.
• Participate in team meetings and contribute to continuous improvement initiatives.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Minimum of 2 years of experience in customer service or a related role.
• Proven experience with customer service software such as Zendesk and Salesforce.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Fluency in both English and Indonesian.
• Certification in customer service or a related field is a plus.

🛠️ Keahlian

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