Product Solutions
PT Esensi Solusi Buana (ESB)
- Full-Time
- On-site • Tangerang Regency
- Negotiable
No Sign Up Required!
Job Description
About the role:
Product Solutions’ main responsibilities include resolving and coordinating a team to resolve customer inquiries related to any technical or non-technical issues that they may have as users of ESB’s products. We look for individuals who lead with empathy in understanding customer pain points, deliver transparent and honest solutions, and possess the agility to adapt and manage team dynamics in a fast-paced environment.
What you’ll do (Responsibilities):
- Provide answers and solutions courteousy and honestly for any given technical or non-technical issues related to ESB’s products via messaging channel or phone call.
- Proactively follow up on open tickets with genuine empathy to ensure the client’s satisfaction and build long-term trust.
- Handle the ticketing system efficiently, tracking each issue with high agility to ensure timely closure.
- Manage and coordinate team schedules flexibly to provide better coverage of support (Agility).
- Maintain and enforce team service quality to ensure alignment with ESB's standard of service.
- Enhance team capabilities, fostering a culture of continuous learning, knowledge sharing, and strong teamwork.
- Provide transparent day-to-day reporting to managers and suggest product improvements based on authentic customer experiences (Honesty).
- Handle complaints, issues, and questions calmly and professionally by putting yourself in the customer's shoes (Empathy).
- Actively participate in and support technical knowledge-sharing sessions.
Requirements
What capabilities you’ll need (Requirements):
- Fresh graduates (minimum SMK or equivalent) from any relevant field, especially Accounting, Business Administration, or business-related studies.
- Mid to high savviness in technology and able to explain complex technological terms in a simple, easy-to-understand phrase.
- Good to Excellent communication and problem-solving skills based on transparency and honesty.
- Calm and professional demeanor, good interpersonal skills, detail-oriented, and able to work effectively under pressure.
- High agility—born as a fast-adaptable learner, a natural multitasker, and a strong team player.
- Empathy as a number one virtue to truly understand and connect with customer needs.
- Basic knowledge or understanding of Enterprise Resource Planning (ERP) processes.
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Established in 2018, ESB is Indonesia’s leading restaurant technology company, empowering the food and beverage industry with innovative, integrated, and easy-to-use digital solutions.
Our comprehensive ecosystem enables businesses to seamlessly manage every aspect of their F&B operations—from front-of-house to back-of-house—so they can focus on what truly matters: delivering great experiences and growing their business.
Whether you operate a small food stall, a bustling café, a cloud kitchen, or a nationwide restaurant chain, ESB provides a unified platform that simplifies operations, enhances efficiency, and drives performance.
Today, ESB proudly partners with some of Indonesia’s most prominent and fast-growing brands, including Starbucks, The People's Cafe, Bakerzin, Kimukatsu, and countless viral restaurants, cafés, and coffee shops across the nation.
At ESB, we live by our core values of Honesty, Empathy, and Agility—building technology with integrity, understanding our customers’ challenges, and adapting swiftly to an ever-changing industry landscape.
Join a growing, fast-paced, and dynamic technology company that’s shaping the future of Indonesia’s F&B industry.
It’s time to grow, learn, and make an impact with us.
#GrowingWithESB
