Coda

Customer Support Specialist, Dutch/English

Coda

full-time

Posted on:

Location Type: Hybrid

Location: Jakarta • Indonesia

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About the role

  • Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
  • Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
  • Collaborate with internal teams to escalate and resolve complex customer issues.
  • Stay updated on company products, services, and policies to provide informed and accurate support.
  • Monitor customer feedback from digital platforms and share insights for process improvements.
  • Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback
  • Proactively develop a strong understanding of the gifting sector and the clients we support.
  • Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

Requirements

  • Bilingual in Dutch/English - with at least 2 years of relevant work experience providing support in the respective language
  • Proven experience in customer support or client servicing, preferably managing digital communication platforms.
  • Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
  • Proficiency in English for effective communication.
  • Strong written communication skills with a customer-first approach.
  • Proficient in using with CRM tools and ticketing systems such as Zendesk preferred
  • Excellent problem-solving skills, highly organised with exceptional attention to detail.
  • Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
  • Willingness to work in shifts, including weekends and holidays, as needed.
Benefits
  • Opportunity to work in a global team
  • Inclusive work environment
  • Career growth opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportclient servicingdigital communication platformsproblem-solvingattention to detailtime management
Soft Skills
written communicationcustomer-first approachorganizational skillsability to manage multiple tasksempathy