Customer Service Agent

IntroductionThe purpose of this position is responsible for serving as the primary point of contact between the company and its customers. This position ensures that all inquiries, requests, and issues related to products or services are addressed promptly, accurately, and with professionalism. By providing clear communication, effective problem-solving, and proactive support, the role aims to uphold excellent service standards, resolve concerns efficiently, and maintain a high level of customer satisfaction.The ResponsibilitiesManage large amounts of incoming chats/emails with prompt time to answerIdentify and assess customers needs to achieve satisfactionTransfer requests to the right internal stakeholder and track case resolution along the wayEnsure efficient case tracking using internal toolsProvide accurate, valid, and complete information by using the right methods/toolsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolutionFollow communication procedures, guidelines, and policiesTake the extra mile to engage customersBuild sustainable relationships and trust with customer accounts through open and interactive communicationKey skills and experienceMinimum D3 in any major (all majors are welcome)Excellent English communication skills (written, spoken, listening, and reading) with minimum B2 levelProven experience in customer support or as a Customer Care Agent; prior experience in CS roles within the gaming industry is strongly preferredFamiliarity with or experience supporting Massively Multiplayer Online (MMO) Games is an advantagePrevious BPO work experience is a plusStrong customer orientation with the ability to adapt and respond to different types of charactersProblem-solving mindset with willingness to find efficient solutionsGood organizational skills, with ability to track issues and resolutionsProficiency in using customer support systems (case/ticket management, macros, and knowledge base tools)Willing to work weekends and public holidaysAble to work on shifting schedules, including night shiftsWilling to be placed in Denpasar, Bali (full WFO)Willing to undergo training.Strong summarization skills to articulate customer's issues or suggestions.Attention to detail and responsibility required for data transfer and consolidation tasks.BenefitAttractive basic salaryBPJS Kesehatan and BPJS KetenagakerjaanPrivate Health InsuranceMonthly internal eventsPaid leaveCareer pathInternational, fun, and professional working environment:Working closely with experienced foreign experts;Free drinks (coffee, mineral water, etc.)Training and career development opportunities;Sport activities and game room.Working Place: Gear Inc. Taman Dewata, Jalan Imam Bonjol No. 502, Denpasar Barat, Bali.