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Daniel Simamora
Senior Customer Support Representative at PT. Equdero Layanan Indonesia
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Daniel Simamora

Senior Customer Support Representative at PT. Equdero Layanan Indonesia
Committed and achievement-driven professional with a wealth of experience in the realm of customer support and service. As a seasoned Senior Customer Support Representative, I consistently showcase a proven ability to deliver precise and timely support to both team leaders and agents, thereby ensuring the seamless achievement of organizational targets and performance objectives. My steadfast dedication to ethical procedures and professional judgment empowers me to meticulously identify and address client issues, fostering positive relationships and upholding the highest service standards. Within my capacity, I have played a pivotal role in cultivating a robust and thriving working environment, ensuring that employees are well-versed in organizational rules and regulations. Collaborating seamlessly with diverse departments, I contribute to the streamlined execution of day-to-day operations, thereby elevating the overall quality of service provided to clients. Acting as a skilled mediator in disputes, I leverage my expertise to sustain client loyalty and satisfaction. My career is a testament to my unwavering commitment to excellence, and I am poised to bring this dedication, along with my proven track record, to contribute effectively to any team or organization.
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PT Equdero Layanan Indonesia
Logo of the organization.
University of Brawijaya
Jakarta, Indonesia

Professional Background

  • Current status
    Ready to interview
  • Profession
    Customer Service Representative
    Customer Service / Support
    Customer Service Manager
  • Fields
    FinTech / InsurTech
  • Work experience
    4-6 years (4-6 years relevant)
  • Management
    I've had experience in managing 15+ people
  • Skills
    CRM software
    Microsoft Office
    Customer Relationship Management (CRM)
    Customer Service
    Customer Satisfaction
    Customer Relations
  • Languages
    Native or Bilingual
  • Highest level of education

Job search preferences

  • Desired job type
    Interested in working remotely
  • Desired positions
    Customer Support Lead
  • Desired work locations
    Jakarta, Indonesia
  • Freelance

Work Experience

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Senior Customer Support Representative

May 2022 - Mar 2024
1 yr 11 mos
- Give accurate support to team leaders and agents to facilitate the successful completion of the organization’s targets and performance goals. - Carefully identify problems that might arise from the client with the use of ethical procedures and professional judgment. - Build a healthy working environment for the employee while intimate employees with the rules and regulations of the organization in order to enable them to work in accordance with acceptable standards. - Liaise with other departments to ensure that day-to-day operations run smoothly and to ensure the highest service to the clients provided. - Use expertise to build strong healthy relationships with clients to maintain the client's loyalty and serves as a mediator between the organization and clients in cases of disputes which may arise in the course of business transactions.
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Customer Service Agent

Jul 2021 - Apr 2022
10 mos
- Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Responding promptly to customer inquiries. - Communicating with customers through live chat and email. - Acknowledging and resolving customer complaints. - Maintain product knowledge. - Keeping records of customer interactions and complaints, and making a follow-up as necessary. - Communicating and coordinating with colleagues as necessary. - Providing feedback on the efficiency of the customer service process. - Ensure customer satisfaction and provide professional customer support.
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Customer Success Agent

Feb 2021 - May 2021
4 mos
Main Duties : - Provide help desk support to Web Hosting users through chats. - Identify customer needs and help customers use specific features; - Inform customers about new features and functionalities; - Follow up with customers to resolve their technical issues. - Gather customer feedback and share with internal team. - Assist the Server Admin to monitor server performance. - Response and check abuse of service (spam/ phishing).

Guest Relations Officer

Oct 2019 - Nov 2020
1 yr 2 mos
Main duties : - Process Guest Check-in and Check-out - Maintain Guest Satisfactory with extraordinary services - Handling Guest's Complaint and Problem Solving in timely manner - Upsell Products and Services to achieve target revenue - Night Audit - Train New Employee and Trainee

Guest Service Agent

Nov 2018 - Sep 2019
11 mos
- Register guests and assigns rooms. - Accommodates special requests - Payment handling - Night Audit - Up selling services and goods - Room Management - Process guest check-ins and check-outs

Employé polyvalent

Jul 2018 - Oct 2018
4 mos
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Dec 2017 - Jul 2018
8 mos


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Bachelor’s Degree
Computer Science
2010 - 2017