Customer Service Representative - XL-Smart (Malang)

Join Duta Generasi Mandiri as a Customer Service Representative for XL-Smart in Malang, Jawa Timur! We are seeking dynamic, customer-focused professionals with a passion for delivering exceptional service and driving sales excellence. In this role, you'll be the voice of XL-Smart, handling customer inquiries, resolving issues, and ensuring a seamless experience for our valued subscribers. This is your chance to make a direct impact on customer satisfaction and contribute to the growth of one of Indonesia's leading telecommunication brands.

At Duta Generasi Mandiri, we believe in fostering a culture of continuous learning and development. As a Customer Service Representative, you'll receive comprehensive training on XL-Smart's products and services, as well as industry best practices in customer service. You'll work in a collaborative environment with a team of dedicated professionals, all striving to deliver the best possible experience to our customers.

📋 Tanggung Jawab Pekerjaan

• Handle customer inquiries and complaints via phone, email, and chat, providing prompt and accurate solutions.
• Assist customers with account management, including billing inquiries, plan changes, and service upgrades.
• Resolve technical issues related to XL-Smart's products and services, leveraging troubleshooting tools and knowledge base.
• Upsell and cross-sell additional services and products to increase customer satisfaction and revenue.
• Document customer interactions and maintain accurate records in the CRM system (Salesforce).
• Participate in quality assurance activities to ensure consistent service standards.
• Stay updated on industry trends and new product offerings to provide informed advice to customers.
• Contribute to team goals by maintaining high customer satisfaction and Net Promoter Score (NPS).

🎓 Kualifikasi & Syarat

• Minimum 1 year of experience in customer service, preferably in the telecommunications industry.
• Excellent communication skills, both verbal and written, in Indonesian.
• Strong problem-solving abilities and a customer-centric approach.
• Familiarity with CRM systems, particularly Salesforce, is a plus.
• Ability to work well under pressure and meet service level agreements (SLAs).
• Willingness to learn and adapt to new technologies and processes.
• High school diploma or equivalent. Bachelor's degree in related field is a plus.
• Fluency in English is a plus.

🛠️ Keahlian

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