SPECIALIST - SOCIAL MEDIA (INDONESIAN SPEAKER)

SPECIALIST - SOCIAL MEDIA (INDONESIAN SPEAKER) Responsibilities:- • Assist users with devices (smartphones, tablets, PCs, modems) via non-voice channels (chat, social media, email), handle inquiries, manage complaints, and escalate unresolved technical issues within SLA. • Record call details systematically, track escalated problems until closure, and manage ad hoc tasks as assigned by the line manager. • Exhibit excellent verbal, reading, and written skills, including attentive reading, empathy in tone, appropriate probing, and meticulous grammar and structure. • Ability to stay calm under pressure, navigate difficult situations, and communicate effectively and clearly. • Passion for finding the right solutions, overcoming obstacles, making cost-efficient decisions, and acting on feedback constructively. • Ability to manage time effectively while handling multiple tasks, solving customer issues, and communicating with customers and service centers. • Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs. • Strong skills in troubleshooting smartphones and tablets, with awareness of the latest changes in the mobile environment, networking, and mobile devices for Internet connectivity. • Proficient in a multi-system environment, basic web-based applications, PC skills, and understanding of hardware and software for networking. • Demonstrates an awareness of new software and technology trends, and continuously adapts to changes in the tech landscape. Qualifications/Requirements:- • Native Indonesian speaking is mandatory, with the ability to read, write, and speak. • Degree in related professional on electronically is preferred with background in Electronics, communications, economics, management, etc. • Minimum 3 years experience in escalation team for mobile technical support or experience in repairing mobile phones. • Experience in other mainstream mobile phone manufacturers is an advantage. • Advanced computer knowledge: MS Office, MS Outlook, and Internet Explorer