Customer Support Officer - DOKU

Join DOKU, a leading digital payment solutions provider in Indonesia, as a Customer Support Officer in our dynamic team based in Kebayoran Lama, Jakarta Raya. In this pivotal role, you will serve as the first point of contact for our valued customers, ensuring their queries and concerns are addressed promptly and professionally. With a growing customer base and a commitment to exceptional service, DOKU is the perfect place to build your career in the digital payments industry.

As a Customer Support Officer, you will handle inbound customer inquiries via email, live chat, and phone, providing timely and accurate information. You will also work closely with our technical and sales teams to escalate complex issues and ensure seamless customer experiences. This role offers a unique opportunity to contribute to a company that is shaping the future of digital payments in Indonesia.

📋 Tanggung Jawab Pekerjaan

• Handle inbound customer inquiries via email, live chat, and phone, providing timely and accurate information.
• Work closely with technical and sales teams to escalate complex issues and ensure seamless customer experiences.
• Monitor and analyze customer support metrics to identify trends and areas for improvement.
• Create and maintain comprehensive knowledge base articles to support self-service customers.
• Provide exceptional customer service, ensuring customer satisfaction and loyalty.
• Stay up-to-date with industry trends and best practices in customer support.
• Assist in the development and implementation of customer support processes and procedures.
• Participate in team meetings and contribute to continuous improvement initiatives.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Minimum of 2 years of experience in customer support or a related role, preferably in the digital payments or fintech industry.
• Excellent communication and interpersonal skills, with the ability to handle multiple inquiries simultaneously.
• Strong problem-solving and analytical skills, with the ability to think critically and creatively.
• Proficiency in English, both written and spoken, is a plus.
• Familiarity with CRM systems such as Zendesk, Freshdesk, or similar tools.
• Ability to work in a fast-paced, dynamic environment with a strong focus on customer service.
• Proven ability to meet and exceed customer service targets and KPIs.

🛠️ Keahlian

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