job description
The Cool is seeking a Customer Service Representative to join our dynamic team in Bali, Indonesia. As a key member of our premium support team, you will serve as the first point of contact for our valued clients, delivering exceptional service and resolving inquiries with professionalism and efficiency.
This role offers the opportunity to work in a vibrant, international environment while contributing to the success of a growing company. If you are passionate about customer satisfaction, thrive in a fast-paced setting, and enjoy solving problems, we want to hear from you!
Work Location: Canggu, Bali (Monday - Saturday, with flexible hybrid options available).
Responsibility
- Provide exceptional customer support via phone, email, and live chat, ensuring timely and accurate responses to inquiries.
- Resolve customer complaints and issues with empathy and professionalism, escalating complex cases as needed.
- Maintain detailed records of customer interactions, transactions, and feedback in our CRM system.
- Collaborate with cross-functional teams to improve service quality and streamline processes.
- Stay updated on product knowledge and company policies to provide accurate information to customers.
- Handle high-volume calls and messages while maintaining service level agreements (SLAs).
- Identify and report recurring customer issues to contribute to continuous improvement initiatives.
- Uphold brand values by delivering a consistent, positive customer experience.
Qualifications
- Minimum 1 year of experience in customer service, call center, or a related field.
- Excellent English communication skills (written and verbal) with a neutral accent.
- Strong problem-solving and multitasking abilities with a customer-first mindset.
- Proficiency in CRM software (e.g., Zendesk, Salesforce) and Microsoft Office tools.
- Ability to work Monday to Saturday with flexibility for shifting schedules as needed.
- High school diploma or equivalent; bachelor’s degree is a plus.
- Demonstrated patience, adaptability, and resilience in high-pressure situations.
- Familiarity with Bali’s work culture and willingness to relocate or work on-site in Canggu.