Customer Support Specialist, Inbound Calls

• Serve customers and agents across phone (mostly), chat, email, and social media.
• Provide accurate information regarding MoneyGram products, services, transactions, and policies.
• Resolve customer inquiries and troubleshoot issues while delivering a positive and professional customer experience.
• Process transaction-related requests, including amendments, refunds, cancellations, and other customer service activities, in accordance with company procedures and regulatory requirements.
• Verify customer information and follow security, fraud prevention, and compliance protocols.
• Accurately document customer interactions and actions in designated systems.
• Escalate complex or sensitive issues as appropriate.
• Apply effective problem-solving, communication, and de-escalation techniques to resolve customer concerns.
• Meet established quality, productivity, schedule adherence, and customer satisfaction goals.
• Stay current on process, policy, product, and system updates.

• High School Diploma or equivalent preferred.
• Minimum one year of experience in customer service, contact center operations, retail, hospitality, banking, financial services, or a related field, including managing inbound calls.
• Strong customer service orientation with excellent verbal and written communication skills in both English and Indonesian.
• Effective decision-making and problem-solving abilities.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Strong attention to detail and technical aptitude.
• Ability to manage multiple priorities and customer interactions in a fast-paced environment.
• Adaptability to changing processes, procedures, and technologies.
• Ability to work independently while contributing positively to a team environment.
• Professionalism and composure when handling challenging customer situations.
• Native Bahasa speaker or fluent (written and spoken) is required.
• Excellent in English would be highly desirable.