NIGHT SHIFT - Inbound Call Customer Service English Speaker

About the role

As a Night Shift English Customer Expert, you will provide customer support for an international logistics and cross-border delivery project. This role focuses on assisting customers with shipment-related issues and does not involve sales or product marketing.

Key responsibilities

• Handle customer inquiries through Email, Phone, WhatsApp, and other communication channels.

• Assist customers with shipment tracking, delivery updates, delays, lost or damaged packages, and other logistics-related concerns.

• Investigate customer cases using internal systems and determine appropriate solutions according to company procedures.

• Process shipping claims, re-delivery requests, and other post-delivery support.

• Maintain accurate records of every customer interaction and update case information in the internal system.

• Deliver professional, courteous, and solution-oriented customer service.

• Escalate complex or unresolved cases to the relevant internal teams when necessary.

• Achieve established quality, productivity, and service performance targets.

• Participate in training sessions, team briefings, coaching, and quality improvement activities.

About you

• Diploma (D3) or Bachelor's Degree (S1) in any discipline.

• Experienced in Call Center Inbound Call.

• Previous experience in Customer Service, BPO, Logistics, E-commerce, or similar industries is an advantage but not mandatory.

• English proficiency at C1 level or higher (reading, writing, listening, and speaking).

• Confident communicating professionally in English.

• Strong attention to detail with analytical and problem-solving abilities.

• Comfortable working in a dynamic, fast-paced environment.

• Minimum typing speed of 50 WPM.

• Able to work under pressure and adapt to rotational shift schedules.

• Willing to work onsite (WFO) at TPID Yogyakarta.

Benefits

• Competitive basic salary above Yogyakarta UMR.

• Monthly performance incentives and project allowance.

• Shift allowance based on assigned working schedule.

• Overtime compensation (where applicable).

• Additional pay for working on public holidays.

• BPJS Kesehatan and BPJS Ketenagakerjaan.

• Clear internal career development opportunities.

• Comprehensive onboarding, training, and continuous learning programs.

• Opportunity to support an international logistics project and gain global customer service experience.