job description
Join PERSOL, a global leader in workforce solutions, as a Customer Care Officer specializing in Utilities Billing & Digital Support. In this dynamic role, you’ll be the frontline ambassador for a leading utilities group, ensuring seamless customer experiences across digital platforms. Based in Bali, Indonesia (with remote flexibility in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you’ll resolve inquiries, troubleshoot billing issues, and drive customer satisfaction in a fast-paced, tech-driven environment.
This contract position offers the perfect blend of work-life balance and professional growth, with opportunities to develop expertise in utilities operations, digital customer service, and CRM systems. If you’re passionate about delivering exceptional support and thrive in a collaborative remote setting, this role is your gateway to making a real impact in the utilities sector.
PERSOL values diversity, innovation, and work flexibility. As part of our team, you’ll enjoy competitive compensation, professional development resources, and the chance to work with a globally recognized brand. Apply now and take the next step in your customer service career—from the heart of Bali!
Responsibility
- Respond to customer inquiries via digital channels (email, chat, social media) with accuracy and empathy, ensuring timely resolution of billing and service-related issues.
- Troubleshoot and resolve complaints related to utilities billing, payments, and account management, escalating complex cases as needed.
- Provide clear, concise explanations of billing statements, tariffs, and payment options to customers, enhancing their understanding and satisfaction.
- Collaborate with internal teams (e.g., finance, operations) to address systemic issues and improve customer service processes.
- Maintain up-to-date knowledge of utilities regulations, company policies, and digital support tools to deliver informed assistance.
- Document customer interactions in CRM systems, ensuring data accuracy and compliance with company standards.
- Identify opportunities to enhance customer experience through feedback analysis and process improvements.
- Participate in training sessions and team meetings to stay aligned with company goals and best practices.
Qualifications
- Minimum 1–2 years of experience in customer service, call center operations, or utilities billing support (prior experience in utilities or energy sectors is a plus).
- Strong communication skills in English, with the ability to convey technical information clearly and professionally.
- Proficiency in digital communication tools (e.g., live chat, email, CRM software like Salesforce or Zendesk).
- Problem-solving mindset with a focus on delivering customer-centric solutions.
- Ability to work independently in a remote setting, with strong time-management and organizational skills.
- Basic understanding of billing systems, payment processes, or utilities regulations (training provided).
- High school diploma or equivalent; additional certifications in customer service or related fields are advantageous.
- Reliable internet connection and a quiet workspace to support remote work requirements.