Job Description
Full details about the role and requirements
Yukerja Summary
The Customer Service Representative Live Chat Agent (Telecommunications) role at Aether Digital Indonesia is curated from JobStreet (category Kerja Remote). This role is marked as remote — check timezone and location requirements on the official listing. Yukerja.com is not the employer — applications are handled on the official source site.
Key Responsibilities
Handle inbound and outbound customer interactions through phone, chat, email or social media including customer complaint on product and services.
Provide accurate information and assistance regarding telco products such as mobile, broadband, enterprise connectivity, and managed network services.
Manage billing, payments, service requests, technical support, new acquisition, general and provisioning inquiries.
Perform initial troubleshooting for technical issues (e.g., no connection, speed issues, configuration).
Escalate unresolved or complex issues to the relevant team with complete documentation.
Coordinate with internal departments (Network Operations, Field Service, Billing) to ensure issue resolution and service restoration.
Log all customer interactions accurately in the CRM or ticketing system.
To ensure the achievement of the set KPIs within the specified timeframe and to maintain consistent performance in meeting these targets on an ongoing basis.
Uphold data privacy and security standards per company and regulatory requirements.
Participate in team huddles, product updates, and process calibration sessions.
To be open to new task/duty as directed by client/management that may arise due to the changing business needs and market. Product launches and promotions
Work Qualifications
At least 2 years of BPO or telco industry experience (consumer or enterprise).
Excellent spoken and written English communication skills.
Organized and systematic in handling multiple tasks is highly preferred
Strong technical aptitude; able to explain telco concepts in simple terms.
Experience using CRM/ticketing systems).
Flexible to work in rotating shifts, weekends, and holidays if required.
Must have reliable internet connectivity, power supply and a suitable home workspace (for WFH setup).
Preferred Skills
Familiarity with mobile service as mandatory requirement
Previous Telco/Broadband customer/client support experience
Background in assisting billing concern, remote troubleshooting or provisioning systems.
Work-from-Home Setup Qualifications
Minimum Requirements:
Must have a dedicated workspace at home that is quiet, well-lit, and free from distractions.
Has a stable internet connection and speed. Backup internet connection is required.
Power supply must be stable and sufficient to support working hours; access to a backup power source (e.g., UPS or generator) is a plus.
Willing to use company-issued equipment (PC/laptop) and ensure its proper care and security.
Equipped with working peripherals such as a headset with noise-canceling microphone and a webcam for virtual meetings.
Comfortable and knowledgeable using remote collaboration and productivity tools (e.g., Microsoft Teams, Zoom, Slack, Google Workspace, etc.).
Willing to comply with company policies on data security, equipment usage, and remote work monitoring.
Demonstrates strong self-discipline, time management, and communication skills.
Able to work with minimal supervision while maintaining productivity and quality standards.
Must be amenable to virtual monitoring and periodic performance check-ins.