Live chat agent

Customer Service Department — PT Teknologi Timur Indonesia (TTI) Overview The Live Chat Agent is a key front-line representative of PT Teknologi Timur Indonesia (TTI), responsible for providing real-time assistance to customers through the company’s live chat platform. As part of the Customer Service Department, Live Chat Agents play an important role in enhancing the online customer experience, resolving inquiries quickly, and building positive digital relationships with clients across Indonesia. This role combines excellent communication skills with product knowledge and a professional, service-oriented attitude to ensure that every online visitor receives prompt and helpful support. Main Responsibilities • Customer Interaction • Respond to customer questions via the company’s live chat system in a timely and professional manner. • Assist with product information, pricing, warranty details, and order tracking. • Guide visitors through technical or purchasing processes. • Support Coordination • Escalate complex issues to the appropriate department (Sales, Technical Support, or Logistics). • Follow up with customers when necessary to ensure successful resolution. • Customer Experience • Maintain a friendly, empathetic, and professional tone in all digital conversations. • Ensure a consistent brand voice that reflects TTI’s values of commitment, proactivity, and innovation. • Reporting & Documentation • Record all chat interactions and customer feedback in the CRM or helpdesk system. • Identify common questions or technical issues and report them to management for improvement. • Team Collaboration • Work closely with other Customer Service team members to provide consistent support. • Participate in training sessions to enhance product and service knowledge. Key Qualifications • Minimum Diploma (D3) or Bachelor’s Degree (S1) in Communication, Business Administration, or related fields. • Excellent written communication in Bahasa Indonesia and basic proficiency in English. • Strong multitasking ability (handling multiple chats at once). • Familiar with CRM systems, chat software, or ticketing tools (e.g., Zendesk, Freshdesk, LiveChat, WhatsApp Business). • Able to remain calm, courteous, and professional under pressure. Core Competencies • Responsiveness: Quick and efficient in handling multiple live inquiries. • Accuracy: Provides correct information and clear explanations. • Empathy: Understands and addresses customer needs with care. • Tech-Savviness: Comfortable using digital tools and platforms. • Teamwork: Collaborates effectively within the Customer Service Department. Performance Metrics (KPIs) • Average Response Time (ART) • First Contact Resolution (FCR) • Customer Satisfaction (CSAT) via chat • Chat Handling Time • Chat Quality Score Role in the Organization Reports to: Customer Service Supervisor Collaborates with: Technical Support Team, Sales Department, Marketing Division The Live Chat Agent ensures that online visitors receive fast, accurate, and friendly assistance, reinforcing TTI’s image as a reliable and customer-focused technology provider in Indonesia. Service Philosophy “Every chat is a chance to build trust.” At TTI, our Live Chat Agents are more than just responders — they are digital ambassadors who bring our commitment to service excellence to every customer, every day. Apply tot his job Apply To this Job