Customer Contact Agent

The Customer Contact Agent is responsible for managing customer interactions across multiple digital channels, ensuring timely and professional responses to inquiries, feedback, and concerns. This role plays a crucial part in monitoring and responding to Google Reviews, social media comments and direct messages (DMs), NPS feedback, and customer service inquiries through Qontak. Additionally, the Customer Contact Agent tracks customer sentiment, escalates issues based on Standard Operating Procedures (SOP) and Service Level Agreements (SLA), and provides insights to improve customer experience.

This role reports to the Senior Customer Contact Agent, submitting regular data and reports to ensure customer insights are effectively analyzed and used to enhance service quality.

TASKS & RESPONSIBILITIES NPS & Mystery Shopper Dashboard Management Monitor NPS and Mystery Shopper dashboards, identifying trends and service gaps.

Follow up on negative or passive feedback and escalates issues when necessary.

Provide regular insights and recommendations to improve customer satisfaction.

Google Reviews & Social Media Engagement Manage and respond to Google Reviews and social media interactions via Sprout Social, ensuring responses are prompt, helpful, and aligned with the company’s tone.

Monitor customer sentiment and ensure timely, professional, and brand-aligned responses.

Recognize and amplify positive feedback, fostering strong customer relationships and brand advocacy.

Customer Contact & Issue Resolution Handle customer inquiries and complaints through Qontak with professionalism and efficiency.

Escalate and track cases in line with SOP and SLA, ensuring timely resolution.

Maintain accurate records and monitor follow-ups for service improvement.

Prepare weekly and monthly reports on feedback trends and service performance.

Share actionable insights to improve response efficiency and customer engagement.

Brand Representation Act as a brand ambassador, ensuring that all customer interactions reflect the company’s values, voice, and commitment to service excellence.

Maintain a customer-first approach, ensuring every interaction enhances trust and satisfaction.

Participate in training and development sessions to continuously improve customer handling techniques and communication skills.

QUALIFICATIONS Diploma or Bachelor’s degree in Communications, Customer Service, Marketing, or a related field.

1-3 years of experience in customer service, social media engagement, or a related role.

Strong written and verbal communication skills, with excellent customer engagement and problem-solving abilities.

Experience using customer experience tools such as Sprout Social, CRM platforms, and Qontak service management.

Ability to handle multiple customer interactions across different digital platforms efficiently.

Detail‑oriented with strong data tracking and reporting skills.

Ability to work in a fast‑paced, team‑oriented environment while maintaining professionalism in all interactions.

About English 1 With over 30 years of experience, English 1 (formerly EF English First) is a global leader in education, inspiring young minds through language learning and cultural experiences. English 1 is headquartered in Switzerland, with over 300 schools for learners aged 3–18 in China and Indonesia. Our innovative curriculum combines global standards with local needs. We believe education is a team effort. Every staff member helps create a safe, happy space where students grow and succeed. Together, we’re not just teaching English—we’re equipping the next generation with skills and confidence to shape the future.

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