job description
Join Atain as a Bilingual Customer Service Executive in beautiful Bali and become the voice of our brand! In this dynamic role, you will serve as the primary point of contact for our diverse customer base, delivering exceptional multilingual support in both English and Malay across phone, email, and digital channels.
Your mission is to resolve inquiries, address concerns, and provide solutions that exceed customer expectations while maintaining a professional and empathetic approach. This is a fantastic opportunity for customer-focused professionals who thrive in a fast-paced environment and are passionate about building lasting customer relationships.
At Atain, we value clear communication, problem-solving skills, and cultural sensitivity. If you’re a fluent English and Malay speaker with a knack for turning challenges into opportunities, we’d love to hear from you!
Responsibility
- Handle inbound and outbound customer interactions via phone, email, and digital platforms in both English and Malay.
- Provide accurate, timely, and empathetic responses to customer inquiries, complaints, and feedback.
- Document all customer interactions and resolutions in the CRM system with meticulous attention to detail.
- Collaborate with cross-functional teams to escalate and resolve complex issues efficiently.
- Identify recurring customer pain points and propose process improvements to enhance service quality.
- Maintain a high level of professionalism and adherence to company policies and service standards.
- Achieve and exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
- Stay updated on product knowledge and company updates to provide accurate information to customers.
Qualifications
- Fluency in English and Malay (written and verbal) is mandatory.
- Minimum 1-2 years of experience in customer service, call center, or a related field.
- Excellent communication, listening, and problem-solving skills.
- Strong computer literacy and proficiency in CRM tools (e.g., Zendesk, Salesforce).
- Ability to work under pressure and manage multiple tasks in a fast-paced environment.
- Customer-centric mindset with a passion for delivering outstanding service.
- High school diploma or equivalent; bachelor’s degree is a plus.
- Willingness to work in Bali, Indonesia (on-site or hybrid, as per company policy).