job description
Join Epsilon Group Services as a Customer Service Representative (CSR) and become part of a dynamic team dedicated to delivering exceptional service across Telco, Financial, and Healthcare sectors. This is a unique opportunity to work in a fast-paced, customer-centric environment while enjoying the vibrant lifestyle of Bali, Indonesia.
As a CSR, you will serve as the first point of contact for clients, resolving inquiries, providing solutions, and ensuring a seamless customer experience. Your role will be pivotal in maintaining client satisfaction and fostering long-term relationships. Whether you're assisting with billing inquiries, troubleshooting technical issues, or guiding customers through complex processes, your expertise will make a real difference.
We offer a competitive salary, comprehensive training, and a supportive work environment where your growth is our priority. If you are passionate about customer service, thrive in a collaborative setting, and are eager to take the next step in your career, we want to hear from you!
Responsibility
- Handle inbound and outbound customer interactions via phone, email, and chat with professionalism and empathy.
- Provide accurate and timely resolutions to customer inquiries, complaints, and requests across Telco, Financial, and Healthcare accounts.
- Maintain a deep understanding of company products, services, and policies to deliver precise and helpful information.
- Document all customer interactions, transactions, and feedback in the CRM system for tracking and follow-up.
- Collaborate with cross-functional teams to escalate and resolve complex issues efficiently.
- Meet and exceed performance metrics, including call handling time, first-call resolution, and customer satisfaction scores.
- Stay updated on industry trends, regulatory changes, and best practices to enhance service delivery.
- Uphold confidentiality and compliance with data protection regulations, especially for sensitive Financial and Healthcare accounts.
Qualifications
- Minimum of 1-2 years of experience in a Customer Service or Call Center role, preferably in Telco, Financial, or Healthcare sectors.
- Excellent English communication skills, both written and verbal, with a neutral accent and clear articulation.
- Strong problem-solving abilities and a customer-first mindset.
- Proficiency in using CRM software, Microsoft Office, and other customer service tools.
- Ability to work in shifting schedules, including nights, weekends, and holidays, as required.
- High school diploma or equivalent; a Bachelor’s degree in Business, Communications, or related fields is a plus.
- Demonstrated ability to handle high-pressure situations with patience and professionalism.
- Familiarity with compliance standards (e.g., HIPAA for Healthcare, PCI-DSS for Financial) is an advantage.