Service Advisor - Indonesian - Penang

Overview

The Service Advisors (SA) will provide customer service support to Client Customers' requests for information related to items including, but not limited to, post order support, delivery information, payment information, product pre-orders, product pre-screening calls (where applicable), and general Customer inquiries.

Customer Service Focus :

• Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
• Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
• Obsesses over the customer experience and constantly strives to exceed their expectations
• Able to communicate clearly and effectively, both written and verbal in English AND Indonesian Language
• Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
• Approaches problems flexibly and is able to adapt and modify approach without compromising outcome
• Providing a high caliber Customer interaction as measured by Client's call quality reports, call audits, and customer satisfaction survey
• Presenting to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by Client's call quality reports, call audits, and customer satisfaction survey scores
• Ensuring innovation and quality in all Customer interactions as measured by Client's call quality reports and customer satisfaction survey
• Capturing all required data elements in Client's internal Online Store and other systems of record as required by the Client's training and operational procedures
• Maintaining a general awareness of Client's strengths in the industry
• Assisting Customers by answering queries relating to their order status, changes and delivery timeframes
• Thrives in a team environment : able to seek and provide expertise, challenge productively and help others succeed
• Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
• Stays curious and inquisitive in the pursuit of professional excellence
• Effective time management strategy including ability to multi-task, prioritize, organize and balance workload

Advisors in a Tier 2 role typically exhibit these additional attributes.

Education background :

Technical Knowledge and Expertise :

Resilience :

Company Overview

TP (Formerly Known As Teleperformance) is a global leader in digital business services, delivering customer experience solutions for some of the world’s most respected brands. With over 410,000 employees across 170 countries, TP blends advanced technology with human empathy to support customers across voice, chat, email, and social platforms.

TP Malaysia is a certified Great Place to Work and a leading multilingual hub supporting more than 20 languages. The site has been recognized for innovation in AI, virtual reality training, and employee engagement. This is where people grow, thrive, and succeed together through #MoreTogether.

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