job description
Join JoyRide Superapp, a leading mobile platform revolutionizing how users experience on-demand services in Bali! We're seeking a dedicated Customer Service Representative (Local Account) to join our dynamic team in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung. In this role, you'll be the friendly voice and helpful guide for our app users, ensuring every interaction leaves them smiling and satisfied.
As the first point of contact for our customers, you'll play a crucial role in maintaining our reputation for exceptional service. You'll assist users with inquiries, resolve concerns efficiently, and coordinate with internal teams to guarantee smooth order delivery. Whether it's helping a tourist book a ride in Kuta or assisting a local with food delivery in Ubud, your support will directly impact our users' experience with JoyRide.
This is an exciting opportunity to grow with a fast-paced tech company while developing valuable customer service skills. You'll work in a collaborative environment with opportunities for professional development and career advancement. If you're passionate about helping others and thrive in a customer-focused role, we'd love to have you on our team!
Join us in making every user's day a little brighter with JoyRide Superapp!
Responsibility
- Respond promptly and professionally to customer inquiries via chat, email, and phone support channels
- Resolve customer concerns and complaints with empathy and efficiency, ensuring first-contact resolution when possible
- Coordinate with internal teams (operations, drivers, merchants) to track and ensure smooth order delivery
- Maintain accurate records of customer interactions and transactions in our CRM system
- Provide clear and helpful information about JoyRide's services, promotions, and policies
- Escalate complex issues to appropriate departments while keeping customers informed
- Gather customer feedback to help improve our services and user experience
- Meet and exceed performance metrics for response time, resolution rate, and customer satisfaction
Qualifications
- Minimum of 1 year experience in customer service, call center, or related roles
- Fluent in English and Bahasa Indonesia (written and verbal)
- Excellent communication skills with a friendly and professional demeanor
- Strong problem-solving abilities and attention to detail
- Comfortable working in a fast-paced, tech-driven environment
- Basic computer skills and ability to learn new software quickly
- High school diploma or equivalent; college degree is a plus
- Experience with CRM systems and helpdesk software is advantageous