job description
Join Drake International as a B2B Customer Support Representative and become the trusted voice for our enterprise clients in a dynamic, fast-paced environment. In this pivotal role, you will serve as the primary point of contact for client administrators, ensuring seamless program operations through expert troubleshooting, proactive support, and clear communication.
Based in the vibrant hubs of Bali—including Canggu, Ubud, Denpasar, and beyond—you’ll collaborate with a global team to deliver world-class service that strengthens client relationships and drives business success. This is an exceptional opportunity for detail-oriented professionals who thrive in a customer-centric role and are passionate about resolving complex inquiries with efficiency and empathy.
At Drake International, we empower our team with the tools and training to excel. If you’re a problem-solver with a knack for building rapport and a commitment to excellence, we’d love to hear from you.
Responsibility
- Serve as the first point of contact for B2B client administrators, addressing inquiries via phone, email, and chat with professionalism and urgency.
- Provide end-to-end troubleshooting for technical and operational issues, ensuring minimal downtime for client programs.
- Document all interactions and resolutions in CRM systems with meticulous accuracy for future reference and reporting.
- Collaborate with cross-functional teams (e.g., IT, Sales, Account Management) to escalate and resolve complex client concerns.
- Proactively identify recurring client pain points and suggest process improvements to enhance service quality.
- Maintain up-to-date knowledge of company products, services, and policies to deliver informed, consistent support.
- Meet and exceed KPIs for response times, resolution rates, and customer satisfaction (CSAT) scores.
- Participate in training sessions and team meetings to stay aligned with best practices and company updates.
Qualifications
- Minimum 2+ years of experience in B2B customer support, call center, or client services, preferably in an international setting.
- Excellent written and verbal English communication skills with a neutral accent and clear articulation.
- Proven ability to multitask in a high-volume environment while maintaining attention to detail.
- Strong problem-solving skills with a customer-first mindset and a calm, patient demeanor.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Familiarity with troubleshooting technical issues (basic IT knowledge is a plus).
- Ability to work flexible shifts, including evenings or weekends, to accommodate global clients.
- Bachelor’s degree in Business, Communications, or related fields is preferred but not required.