Customer Care Specialist

Responsibilities

• Handle customer inquiries across all channels, providing accurate information and ensuring all concerns are addressed according to company standards.
• Escalate complex issues to the Team Leader and proactively follow up to ensure resolutions are met within SLA.
• Document all customer inquiries and interactions thoroughly within the company system.
• Monitor and follow up on fraud alerts, performing all necessary actions in accordance with established SOPs.
• Provide insights based on customer feedback and trends to the Team Leader to help drive service improvements.
• Maintain up-to-date knowledge of products and promotional information in a dynamic environment.
• Propose adjustments to SOPs or scripts to maintain high-quality service and improve customer relationships.

Requirements

• Proven ability to handle customer inquiries and resolve issues effectively.
• Experience documenting inquiries and maintaining accurate records in a system.
• Ability to follow Standard Operating Procedures (SOPs) strictly, especially regarding fraud monitoring.
• Capability to work on a shift basis to support 24-hour operational coverage.
• Strong communication skills to win back customer relationships and provide clear resolutions.

Benefits

• Comprehensive training courses to support your professional growth.
• Monthly wellness allowance.
• Opportunity to work with top-tier international talent in a modern office in South Jakarta.
• A collaborative culture that values contribution over hierarchy.

About the Company

Honest is a financial services company leveraging cutting-edge technology to provide fintech solutions to the underserved Southeast Asia market. We are a diverse team of finance and tech professionals dedicated to breaking new ground and building the future of finance in Asia.