Contact Center Agent

Key Responsibilities

1. Receive user complains via call center
2. Respond email to users related to Incident and Request
3. Logging and categorization Incident and Request
4. Proactive user information
5. Incident/Request Monitoring & Escalation
6. Immediate Resolution by 1st Level Support
7. Review & Closure all cases in 1st Level Support
8. Identify problem management from recurring incident
9. Categorization & Prioritization user complains
10. Make sure 1st level support SLA above 95%
11. Remind the team to follow up 2nd and 3rd support as per SLA Agreement with client
12. Send email announcement/notification to client if any maintenance or incident.
13. Produce report to Xapiens Management and Client :
a. Document all call information according to standard operating procedures
b. Complete call logs
c. Produce ticketing reports


1. Verbal and written communication skills (Both of Bahasa and English)
2. Listening skills
3. Problem analysis and problem solving
4. Customer service orientation
5. Organizational skills
6. Attention to detail
7. Have a sense of urgency
8. Minimum Diploma degree
9. Have a good interpersonal skill and excellent attitude


- Compensation: Competitive salaries, Bonuses
- Family benefits: Paid maternity/paternity leave
- Lifestyle: Casual dress code, Company outings, Work-from-home
- Progression: Professional development
- Welfare: Dental insurance, Health insurance.