Customer Service Representative

Company description

Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.

The organization focuses on delivering user-friendly platforms, efficient services, and reliable support to help clients navigate financial markets. With offices across key international hubs, it offers a dynamic and multicultural working environment with opportunities for professional growth.

Job description

Reporting to the team lead / senior customer service, our client is seeking a proactive and customer-focused Bahasa Indonesia-speaking customer service representative to join the team.

The successful candidate will be responsible for delivering high-quality support to Bahasa Indonesia-speaking clients, resolving inquiries efficiently, and contributing to a positive overall customer experience. You will work within a diverse, collaborative team environment and play a key role in supporting client satisfaction and retention.

Key responsibilities

• Respond to customer inquiries via phone, email, and live chat in Bahasa Indonesia and English.
• Provide accurate information regarding products, services, and policies.
• Resolve customer issues in a timely and professional manner.
• Maintain detailed and accurate records of customer interactions within CRM systems.
• Collaborate with internal teams to ensure seamless issue resolution and customer satisfaction.
• Identify and escalate priority or complex issues when necessary.
• Handle back-office related queries and support requests.
• Assist clients with basic technical troubleshooting where required.
• Manage and resolve customer complaints effectively and professionally.
• Meet defined performance targets, including response times, resolution rates, and customer satisfaction metrics.
• Identify opportunities to enhance client experience and retention through value-added support and service.

Qualifications

• Fluency in Bahasa Indonesia and English (spoken and written) is essential.
• Previous experience in customer service or a similar role is preferred; experience within financial services or trading environments is an advantage.
• Strong communication and interpersonal skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong multitasking and organizational abilities.
• Familiarity with CRM systems and customer support tools is beneficial.
• Problem-solving mindset with strong attention to detail.
• Additional language skills are a plus.