Customer Service Representative (Bahasa speaker)

We are seeking a proactive and customer-focused Farsi-speaking Customer Service Representative to join our team - Reporting to the Team Lead, Customer Service. The ideal candidate will be responsible for delivering exceptional support to our Indonesian   Bahasa & English speaking clients  (using google translate), resolving inquiries efficiently, employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key Responsibilities: 

• Respond to customer inquiries via phone, email, and chat in  Native Indonesian Bahasa & English.
• Provide accurate information regarding products, services, and policies 
• Resolve customer issues promptly and professionally 
• Maintain detailed records of customer interactions in CRM systems 
• Collaborate with internal teams to ensure customer satisfaction 
• Identify and escalate priority issues when necessary 
• Handling of Back-office queries 
• Support clients with technical and troubleshooting issues 
• Deal with complaints of a varying nature promptly and effectively 
• Meet set performance targets including response time, resolution rate, and customer satisfaction. 
• Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.  
• Fluency in Native Indonesian Bahasa and English  (spoken and written) 
• Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage. 
• Strong communication, soft-selling and interpersonal skills 
• Ability to work efficiently under pressure 
• Ability to multitask and work in a fast-paced environment 
• Familiarity with CRM systems and support tools is a plus 
• Problem-solving mindset and attention to detail