Inbound Customer Service Agent - State-Owned Logistics Company (Yogyakarta)

Join Infomedia Nusantara as an Inbound Customer Service Agent supporting Pos Indonesia, Indonesia’s leading state-owned logistics provider. In this dynamic role, you will serve as the first point of contact for customers, ensuring their inquiries and concerns are addressed promptly and professionally. Based in Yogyakarta, you will be part of a team that handles thousands of customer interactions daily, leveraging tools like Pos Indonesia’s Customer Relationship Management (CRM) system and Telephony Software to streamline operations.

Infomedia Nusantara is a trusted partner of Pos Indonesia, offering innovative solutions to enhance customer service. This role is perfect for someone looking to grow in a fast-paced, customer-centric environment. With opportunities for upskilling and career advancement, you will play a crucial role in maintaining high customer satisfaction scores.

Daily, you will handle incoming calls, emails, and chat inquiries, resolving issues related to shipping, tracking, and delivery services. Your ability to communicate clearly and efficiently will be key to ensuring a seamless customer experience.

📋 Tanggung Jawab Pekerjaan

• Handle and resolve customer inquiries via phone, email, and chat, ensuring high satisfaction levels.
• Provide accurate and timely information about shipping, tracking, and delivery services.
• Log and track customer issues using Pos Indonesia’s CRM system.
• Escalate complex issues to the appropriate teams for further resolution.
• Maintain detailed records of all customer interactions and resolutions.
• Assist in training new customer service agents on company policies and procedures.
• Monitor and report on key performance indicators (KPIs) related to customer service.
• Adhere to Pos Indonesia’s service standards and quality guidelines.

🎓 Kualifikasi & Syarat

• Minimum 1 year of experience in customer service, preferably in a logistics or shipping environment.
• Strong communication skills, both verbal and written, in Indonesian.
• Proficiency in using CRM systems and telephony software.
• Ability to work under pressure and meet service level agreements (SLAs).
• Good problem-solving skills and a customer-first mindset.
• Familiarity with Pos Indonesia’s services and products is a plus.
• High school diploma or equivalent; bachelor’s degree in related fields is preferred.
• Must be fluent in Indonesian and have excellent English skills for international customers.

🛠️ Keahlian

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