Country : Indonesia
  • Contract

Customer Service Officer


We provide electronic payment processing, online and in mobile applications. Enabling e-Commerce merchants of any size to accept a wide range of online payment options, from credit cards to emerging payment types.

We partner with and connect directly to a large network of payment processors and other payment service providers to offer a one-stop solution for our clients – providing simplified electronic payment management. Our payment solutions are enhanced with the most advanced risk management features to address complexities and risk of online transactions. We are a certified PCI DSS Level 1 compliant payment gateway, a licensed operator for e-money and remittance.

Founded in 2007, DOKU has a well-established track record in designing, integrating, and optimizing commerce transaction systems for local and international merchants in various industries.

We strive to lead the innovation of electronic payment solutions in Indonesia. To pioneer the introduction and use of non-cash payments as part of new lifestyle for individuals and businesses across various industries.


• Manage incoming calls and customer service inquiries

• Handle complaints, track, route, and redirect problems appears to correct resources; properly escalate unresolved queries to the next level of support, then provide appropriate solutions and alternatives within the time limits

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Recommend potential products or services to management by collecting customer information and analyzing customer needs

• Resolve customer complaints via phone, email, mail or social media

• Build sustainable relationships of trust through open and interactive communication

• Identify users needs, clarify information, research every issue and assess customers’ needs to achieve satisfaction

• Provide accurate, valid, and complete information by using tools within time limits

• Follow up with customers, provide feedback, and see problems through resolution

• Act as the company gatekeeper

• Keep records and update data of customer interactions, process customer accounts and file documents and produce activity reports

• Collaborate with internal team to find solution related to complaints

• Prepare periodic report related to third parties


• Min. Diploma/Bachelor degree in any field

• Min. 1 years in Customer Service experience (Fresh graduate welcome to apply)

• High competency working with Computer

• Proven customer support experience

• Strong phone contact handling skills and active listening

• Familiar with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication, intrapersonal, negotiation and persuasion skills

• Ability to multi-task, prioritize and manage time effectively

• Willing to work in shifting

Total applicants :16 Job posted 3 months ago Total Views : 446 Unique Views : 445 Today Views : 312

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