Customer Support Specialist Indonesia
About Refocus
Refocus is the SEA-focused EdTech company that teaches in-demand skills and helps people get new jobs in IT
In just 8 months since launch, we’ve become the #1 educational platform in the Philippines and reached top-5 position in Indonesia
Our mission: 1M+ people will get a new job in IT in 5 years together with Refocus
About work in Refocus: Refocus is all about enthusiasm combined with unprecedented professionalism. We highly appreciate experts from various spheres who aren’t afraid to help the world evolve. We love what we do. Join us and you’ll become a part of a multicultural family where your decisions matter on a global scale.
We dream big. We go global.
In just 8 months since launch, we’ve become the #1 educational platform in the Philippines and reached top-5 position in Indonesia
Our mission: 1M+ people will get a new job in IT in 5 years together with Refocus
About work in Refocus: Refocus is all about enthusiasm combined with unprecedented professionalism. We highly appreciate experts from various spheres who aren’t afraid to help the world evolve. We love what we do. Join us and you’ll become a part of a multicultural family where your decisions matter on a global scale.
We dream big. We go global.
What you will do:
- Communicate with students via telephone, chat, and email by responding to the customer support mailbox and Discord tickets in answering questions, addressing concerns, and educating students on the scope of our services as well as the structure of our educational process
- Ensure that tickets and emails are responded to within 1-2 hours during set business hours
- Perform detailed research into problems at all stages of the student's learning process and provide answers and solutions to students' questions/concerns
- Ensure that necessary student information are saved into the database, including a student's contact information, special instructions, issues, and/or complaints through a tracker accessible by the team
- Create weekly/monthly reports identifying existing issues faced by customer service thereby quantifying the problems that need fixing
- Ensure healthy coordination with community managers, mentors, and sales to address needs sent by the students through tickets and customer service mailbox
- Promote customer satisfaction by taking consistent and positive proactive/reactive steps to attend to student’s specific needs
- Establish and maintain a highly professional and courteous client interaction environment
What you will need:
- You love communicating with people
- You enjoy helping people and providing the best service to them
- You have 3+ years of experience working as a community/customer success/customer support specialist
- You have experience with customer support on chats/emails/phone
- You know how to measure your work in terms of metrics
- English B2 and above
What we offer:
- Competitive salary (starts from 10 400 000 IDR)
- Free access to all Refocus educational programs
- Working days are 5/2 (morning, day and night shifts)
- Flexible working hours
- 100% work from home
- Career growth and internal promotion opportunities via a fast-paced development plan;
- Official employment with government-mandated benefits.
Hiring stages:
- HR interview/ Self interview (20-30 minutes)
- Test Case (60 min)
- Interview with leader
