job description
Join Foundever as a Customer Care Agent in our dynamic Blended Support team, where you’ll deliver exceptional service through chat and voice channels. This role offers a competitive salary, performance incentives, and the flexibility to work remotely from Bali’s most vibrant locations—Canggu, Ubud, Denpasar, and beyond.
As a key member of our global customer experience team, you’ll resolve inquiries, troubleshoot issues, and ensure customer satisfaction with professionalism and empathy. Whether you’re assisting via live chat or phone, your role will be pivotal in maintaining our reputation for world-class support.
We’re looking for motivated, detail-oriented individuals who thrive in fast-paced environments. If you’re passionate about customer service, tech-savvy, and eager to grow in a multinational company, this is your opportunity to build a rewarding career with industry-leading training and development programs.
Responsibility
- Handle inbound and outbound customer interactions via chat, voice, and email with professionalism and efficiency.
- Resolve customer inquiries, complaints, and technical issues in a timely manner, ensuring first-contact resolution where possible.
- Maintain accurate records of all customer interactions in the ticket management system.
- Collaborate with cross-functional teams to escalate complex issues and provide seamless support.
- Meet and exceed performance metrics (e.g., response time, CSAT scores, resolution rate).
- Stay updated on product knowledge and company policies to deliver accurate information.
- Provide personalized solutions to enhance customer loyalty and retention.
- Participate in training sessions to improve skills and adapt to new tools/processes.
Qualifications
- Minimum 1 year of experience in customer service, call center, or a related role (fresh graduates with strong communication skills are encouraged to apply).
- Excellent English proficiency (written and verbal) with clear, neutral accent for voice support.
- Strong problem-solving and multitasking abilities in a fast-paced environment.
- Familiarity with CRM systems, ticketing tools (e.g., Zendesk, Salesforce), or chat platforms is a plus.
- Tech-savvy with basic troubleshooting skills for common customer issues.
- High emotional intelligence and ability to handle difficult customers with patience.
- Reliable internet connection and a quiet workspace for remote work.
- Willingness to work in shifting schedules (including weekends/holidays as needed).