job description
Are you a problem-solver with a passion for delivering exceptional customer service? Office Partners 360 is seeking a Tier 2 Customer Service Representative (Non-Voice) to join our dynamic team in Bali, Indonesia.
In this role, youâll handle complex customer inquiries, provide advanced troubleshooting, and ensure a seamless support experienceâall without voice interactions. This is your chance to grow in a fast-paced, rewarding environment while working with a global client base.
If you thrive in a collaborative setting, enjoy resolving intricate issues, and want to take your customer service career to the next level, weâd love to hear from you!
Responsibility
- Respond to complex customer inquiries via email, chat, or ticketing systems with professionalism and efficiency.
- Provide advanced troubleshooting and issue resolution for escalated customer concerns.
- Collaborate with cross-functional teams to ensure timely and accurate solutions.
- Document all interactions and resolutions in the CRM system for future reference.
- Identify recurring issues and suggest process improvements to enhance customer satisfaction.
- Maintain a high level of product and service knowledge to deliver accurate support.
- Adhere to company policies, SLAs, and quality standards in all customer interactions.
- Assist in training and mentoring Tier 1 support agents when needed.
Qualifications
- Minimum 2+ years of experience in customer service, preferably in a Tier 2 or technical support role.
- Excellent written communication skills in English with a keen eye for detail.
- Strong problem-solving abilities and a customer-first mindset.
- Proficiency in using CRM systems, helpdesk software, and Microsoft Office tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Familiarity with basic troubleshooting techniques for software, hardware, or service-related issues.
- High school diploma or equivalent; a bachelorâs degree is a plus.
- Willingness to work flexible hours, including weekends or holidays, if required.