Deskripsi Pekerjaan
About PT Tik Star Media Indonesia
PT Tik Star Media Indonesia is a fast-growing technology company dedicated to empowering merchants and content creators through innovative digital marketing and e-commerce solutions. By leveraging social media platforms and advanced technology, we help brands increase their visibility, maximize sales performance, and build meaningful collaborations with influencers.
We are looking for a proactive and customer-oriented Customer Service Representative who is passionate about delivering excellent customer experiences. This role will serve as the primary point of contact for our merchants and influencers, ensuring timely support, issue resolution, and long-term relationship management.
Key Responsibilities
• Serve as the primary contact for merchants and influencers by responding to inquiries through phone calls, chat, email, and other communication channels.
• Provide accurate information regarding company services, campaign processes, platform features, and operational procedures.
• Handle customer complaints and resolve issues professionally while ensuring customer satisfaction.
• Conduct outbound calls to prospective and existing clients to provide assistance, follow up on ongoing cases, and strengthen customer engagement.
• Build and maintain positive relationships with merchants, influencers, and business partners through proactive communication.
• Coordinate with internal departments, including Operations, Business Development, KOL Management, and Technical Support, to ensure timely issue resolution.
• Record, document, and update customer interactions accurately within the internal CRM or customer management system.
• Collect customer feedback and identify recurring issues to recommend improvements for products, services, and operational processes.
• Monitor customer satisfaction and ensure all inquiries are resolved within the established Service Level Agreement (SLA).
• Support additional operational and administrative tasks related to customer service when required.
Qualifications
• Diploma (D3) or Bachelor's Degree (S1) in any major.
• Minimum 1–3 years of experience in Customer Service, Customer Support, Call Center, Help Desk, or other customer-facing roles.
• Excellent verbal and written communication skills in Bahasa Indonesia.
• Ability to communicate in English is considered an advantage.
• Experience in outbound calling and customer relationship management is preferred.
• Strong problem-solving, analytical thinking, and conflict resolution skills.
• Customer-focused mindset with strong interpersonal and active listening skills.
• Able to manage multiple tasks and prioritize work effectively in a fast-paced environment.
• Detail-oriented with strong administrative and documentation abilities.
• Proficient in Microsoft Office and Google Workspace.
• Experience using CRM platforms (Zendesk, Freshdesk, Salesforce, HubSpot, or similar) is an advantage.
• Willing to work from the office in Tangerang and adapt to operational business needs.
Preferred Qualifications
• Experience in e-commerce, digital marketing, social commerce, or technology companies.
• Familiarity with TikTok Shop, affiliate marketing, or influencer ecosystem.
• Comfortable working in a KPI-driven environment.
• Strong adaptability and willingness to learn new processes and technologies.
What We Offer
• Competitive salary and performance incentives.
• Career development opportunities in a rapidly growing technology company.
• Professional and collaborative working environment.
• Training and continuous learning opportunities.
• Opportunity to work closely with leading merchants, influencers, and digital creators.
• Lunch meal
PT Tik Star Media Indonesia is a fast-growing technology company dedicated to empowering merchants and content creators through innovative digital marketing and e-commerce solutions. By leveraging social media platforms and advanced technology, we help brands increase their visibility, maximize sales performance, and build meaningful collaborations with influencers.
We are looking for a proactive and customer-oriented Customer Service Representative who is passionate about delivering excellent customer experiences. This role will serve as the primary point of contact for our merchants and influencers, ensuring timely support, issue resolution, and long-term relationship management.
Key Responsibilities
• Serve as the primary contact for merchants and influencers by responding to inquiries through phone calls, chat, email, and other communication channels.
• Provide accurate information regarding company services, campaign processes, platform features, and operational procedures.
• Handle customer complaints and resolve issues professionally while ensuring customer satisfaction.
• Conduct outbound calls to prospective and existing clients to provide assistance, follow up on ongoing cases, and strengthen customer engagement.
• Build and maintain positive relationships with merchants, influencers, and business partners through proactive communication.
• Coordinate with internal departments, including Operations, Business Development, KOL Management, and Technical Support, to ensure timely issue resolution.
• Record, document, and update customer interactions accurately within the internal CRM or customer management system.
• Collect customer feedback and identify recurring issues to recommend improvements for products, services, and operational processes.
• Monitor customer satisfaction and ensure all inquiries are resolved within the established Service Level Agreement (SLA).
• Support additional operational and administrative tasks related to customer service when required.
Qualifications
• Diploma (D3) or Bachelor's Degree (S1) in any major.
• Minimum 1–3 years of experience in Customer Service, Customer Support, Call Center, Help Desk, or other customer-facing roles.
• Excellent verbal and written communication skills in Bahasa Indonesia.
• Ability to communicate in English is considered an advantage.
• Experience in outbound calling and customer relationship management is preferred.
• Strong problem-solving, analytical thinking, and conflict resolution skills.
• Customer-focused mindset with strong interpersonal and active listening skills.
• Able to manage multiple tasks and prioritize work effectively in a fast-paced environment.
• Detail-oriented with strong administrative and documentation abilities.
• Proficient in Microsoft Office and Google Workspace.
• Experience using CRM platforms (Zendesk, Freshdesk, Salesforce, HubSpot, or similar) is an advantage.
• Willing to work from the office in Tangerang and adapt to operational business needs.
Preferred Qualifications
• Experience in e-commerce, digital marketing, social commerce, or technology companies.
• Familiarity with TikTok Shop, affiliate marketing, or influencer ecosystem.
• Comfortable working in a KPI-driven environment.
• Strong adaptability and willingness to learn new processes and technologies.
What We Offer
• Competitive salary and performance incentives.
• Career development opportunities in a rapidly growing technology company.
• Professional and collaborative working environment.
• Training and continuous learning opportunities.
• Opportunity to work closely with leading merchants, influencers, and digital creators.
• Lunch meal