job description
Join IntouchCX, a global leader in customer experience solutions, as a Customer Support Representative (Chat & Email) and become the voice of our brand! Based in the vibrant island of Bali, you’ll work remotely from stunning locations like Canggu, Ubud, or Denpasar while delivering exceptional support to customers worldwide.
In this role, you’ll engage with customers via chat and email, resolving inquiries, providing product information, and ensuring a seamless experience. If you’re passionate about helping others, thrive in a dynamic environment, and want to work for a company that values innovation and growth, this is the perfect opportunity for you!
At IntouchCX, we offer a collaborative work culture, professional development opportunities, and the flexibility to work from Bali’s most desirable locations. Whether you're a seasoned support professional or just starting your career, we provide the tools and training to help you succeed.
Ready to make an impact while enjoying Bali’s beautiful beaches and culture? Apply now and take the first step toward a rewarding career with IntouchCX!
Responsibility
- Respond to customer inquiries via chat and email in a timely, professional, and empathetic manner.
- Troubleshoot and resolve customer issues, escalating complex cases to the appropriate teams when necessary.
- Provide accurate information about products, services, and policies to ensure customer satisfaction.
- Maintain detailed records of customer interactions, transactions, and feedback in our CRM system.
- Collaborate with cross-functional teams to improve customer experience and identify process enhancements.
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Stay updated on company products, services, and promotions to provide relevant and up-to-date support.
- Participate in training sessions and team meetings to continuously improve skills and knowledge.
Qualifications
- Minimum of 1 year of experience in customer support, call center, or a related field.
- Excellent written communication skills in English, with the ability to convey information clearly and professionally.
- Strong problem-solving skills and a customer-first mindset.
- Familiarity with CRM software (e.g., Zendesk, Salesforce) and basic computer proficiency.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- High school diploma or equivalent; additional certifications in customer service are a plus.
- Reliable internet connection and a quiet workspace for remote work.
- Ability to work flexible hours, including weekends or evenings, based on business needs.