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galang D. — Mid-Level Customer Service Specialist from Indonesia

galang D.

Mid-Level Customer Service Specialist

Indonesia No experience yet
Open to offersNew to Platform
Languages
EnglishIndonesian
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About

Galang D. is a seasoned Customer Service and Contact Center Specialist based in Jakarta Utara, with over five years of experience managing inbound and outbound support. He has expertise in handling customer complaints and payment-related issues, particularly in the travel services industry. At PT Radikari, associated with Tiket.com, he excelled as a CCO Inbound Voice L1, adept at providing accurate solutions for booking and service inquiries. His role included maintaining SLAs and customer satisfaction, as well as escalating complex cases requiring Layer 2 support. Previously, at PT VADS Indonesia and Transcosmos Indonesia, Galang managed escalated cases and customer inquiries, showcasing his proficiency in case escalation handling and leveraging CRM systems like Salesforce. His education in hospitality from Akademi Pariwisata Indonesia bolsters his comprehensive service-oriented approach.

Experience

  • CCO Inbound Voice L1

    PT Radikari (Rajawali Berdikari) – Tiket.com · 2022 — 2025
    Managed a high volume of inbound customer calls concerning booking, payment, and service inquiries. Provided accurate information and solutions related to travel services on Tiket.com. Escalated complex cases to Level 2 support when required. Adhered to service level agreements (SLA) and maintained customer satisfaction standards.

  • Customer Support Specialist – Payment Refund L2

    PT Radikari (Rajawali Berdikari) – Tiket.com · 2021 — 2021
    Processed payment refund requests and addressed financial complaints from customers. Investigated transaction issues and collaborated with internal departments. Resolved cases escalated from Level 1 agents. Ensured refund processes complied with company policy and timelines.

  • Customer Care Specialist – Entertainment L2

    PT VADS Indonesia – Tiket.com · 2019 — 2020
    Addressed customer complaints and requests related to entertainment services. Handled escalated cases that required advanced troubleshooting. Provided service recovery solutions to enhance customer satisfaction.

  • Customer Service Email L1

    PT Transcosmos Indonesia – Tokopedia · 2018 — 2019
    Responded to customer inquiries and complaints through email support. Offered solutions concerning orders, payments, and marketplace services. Ensured response time and quality matched SLA standards.

Skills & Expertise

Customer ServiceCustomer SupportCustomer Service RepresentativeData Analyst

Education

  • Diploma 3 in Hospitality
    Akademi Pariwisata Indonesia · 2014 — 2017