The Role:
We are looking for an Indonesian Bilingual Customer Service Representative to provide high-quality support to clients through live chat and email. The role involves handling client requests, resolving issues, verifying documents, and ensuring that all interactions are processed accurately and efficiently using the company's CRM and support tools.
The successful candidate will work closely with internal teams to escalate complex concerns when necessary and keep clients updated on the progress of their requests. The role also involves reviewing client-submitted documents, preparing and interpreting reports, and maintaining a high level of accuracy and attention to detail.
Key Responsibilities:
- Handle client inquiries, requests, and concerns through live chat and email in Indonesian and English.
- Provide accurate, professional, and timely resolutions while maintaining a high standard of customer service.
- Process and document client requests accurately using the company's CRM system.
- Escalate complex or unresolved issues to the appropriate specialist through Zendesk, Freshworks, or other designated platforms.
- Keep clients informed regarding the status and resolution of their requests.
- Conduct regular verification and review of documents submitted by clients, ensuring accuracy and compliance with requirements.
- Prepare, review, and interpret reports and documentation with a high level of detail and accuracy.
- Develop a strong understanding of the company's products, services, business functions, and internal processes through training, seminars, and assessments.
- Meet individual and team KPI targets set by the Customer Support Manager on a quarterly basis.
- Maintain accuracy, productivity, and quality standards in a fast-paced customer support environment.
- Perform other ad hoc tasks and responsibilities as assigned.
Key Requirements:
- Excellent command of Indonesian, both spoken and written; strong English communication skills are also required.
- Previous experience in customer service, customer support, operations, or a similar role is preferred.
- Experience within the finance, fintech, trading, or IT industry is a strong advantage.
- Strong communication and interpersonal skills, with the ability to communicate clearly and professionally with clients.
- Able to work effectively under pressure in a fast-paced, multitasking environment.
- Strong analytical and logical thinking skills, with the ability to identify issues and determine appropriate solutions.
- Detail-oriented, organized, responsible, and reliable in handling client requests and documentation.
- Fast learner with strong self-learning abilities and willingness to learn new systems, processes, and tools.
- Strong problem-solving and independent decision-making skills.
- Proactive, hardworking, and positive, with the ability to collaborate effectively within a team.
- Comfortable working with CRM and customer support platforms such as Zendesk, Freshworks, or similar tools.
- Willing to work on rotating shifts, including early mornings, evenings, weekends, and public holidays, with compensatory time off provided in accordance with company policy.
About Us
Hytech is a leading management consulting firm specializing in driving digital transformation for businesses in the Fintech industry. We currently operate in 172 countries with over 1,000 employees across more than 30 offices worldwide.
As part of a global network, we operate brands across various locations, including Sunton Tech in Australia, Duotech in Singapore, and International Connect Services and Centerfield Business Solutions in Malaysia.
Our Philippines Team
We support trading and investment companies in the financial technology sector. Our team continues to grow as we handle global accounts and aim to provide 24/7 support. The Philippines team serves as an extension of our teams in Taiwan and Malaysia.
What We Do
We combine innovative thinking with deep industry expertise to deliver end-to-end, data-driven solutions across cloud services, cybersecurity, IT consultancy, and business support services. We are committed to delivering tailored solutions that meet our clients evolving needs and goals.
What to expect:
- Career Growth - Achieve a fulfilling career by joining a pioneering account. Utilize all your potential while collaborating with dynamic individuals.
- Competitive Salary - The chance to earn a fair wage is the reward for a job well done. In our business, we put it into action.
- Positive Working Environment - We always aimed to create a stunning workplace that we would be proud to work in, but more importantly, one where employees are always motivated to report to
- Work-life balance - we value the wellness of our employees and ensure that they get to work here that brings them joy and fulfillment
Company Perks:
- Convenient and travel-friendly office location
- Non-taxable allowances covering rice, medical, clothing, and laundry expenses
- Complimentary coffee and snacks available in the workplace
- Employee referral program with incentives
- Opportunities for career development and internal growth
- Supportive and collaborative work environment
- Team-building activities, company events, and birthday celebrations
Why Join Us
At our company, we believe in fostering a true sense of teamwork. We value collaboration, initiative, and a strong work ethic. If you're seeking a structured, supportive environment where you can grow and make a meaningful impact, this is the perfect opportunity for you.
Ready to take the next step Click the Apply Now button and let's connect! Alternatively, feel free to reach out to me directly or refer someone you think would be a great fit by sending me an email at [Confidential Information].
We look forward to welcoming you aboard!
