job description
Are you a customer service professional looking to elevate your career in a dynamic, international BPO environment? Join our high-performing team as a Senior Customer Care Associate and play a pivotal role in delivering exceptional service to global clients.
Based in the vibrant heart of Bali, this role offers the perfect blend of professional growth and work-life balance. You’ll tackle complex customer inquiries, drive process improvements, and collaborate with cross-functional teams to ensure seamless service delivery. Whether you’re resolving escalations, mentoring junior associates, or optimizing workflows, your expertise will directly impact customer satisfaction and business success.
We’re seeking passionate individuals who thrive in fast-paced settings, possess strong problem-solving skills, and are committed to continuous learning. In return, we offer competitive compensation, career advancement opportunities, and the chance to work with a diverse, supportive team in one of the world’s most inspiring locations.
Responsibility
- Handle complex customer inquiries via phone, email, and chat with professionalism and empathy.
- Resolve escalated issues efficiently, ensuring high customer satisfaction and retention.
- Mentor and train junior team members to enhance performance and service quality.
- Identify process gaps and propose solutions to improve operational efficiency.
- Collaborate with cross-functional teams to streamline workflows and exceed KPIs.
- Maintain accurate records of customer interactions and transactions in CRM systems.
- Stay updated on product knowledge, policies, and industry best practices.
- Contribute to team meetings and share insights to drive continuous improvement.
Qualifications
- Minimum 2+ years of experience in customer service, preferably in a BPO or call center environment.
- Excellent English communication skills (written and verbal) with a neutral accent.
- Strong problem-solving and conflict-resolution abilities.
- Proven track record of meeting or exceeding performance targets (e.g., CSAT, resolution time).
- Proficiency in CRM software (e.g., Zendesk, Salesforce) and Microsoft Office tools.
- Ability to work flexible shifts, including weekends or holidays, as needed.
- High emotional intelligence and a customer-centric mindset.
- Bachelor’s degree in any field is a plus but not required.