Job Purpose
To serve and handle customer needs and complaints through digital platforms such as in-app messages, email, social media, and phone calls to ensure customer satisfaction and enhance their experience and loyalty.
Key Responsibilities
- Serve as the first point of contact for customers by responding to their inquiries, requests, and complaints through multiple digital channels, including but not limited to application chat, email, social media, and phone.
- Demonstrate a comprehensive understanding of the company's products, features, and services in order to effectively address customer questions and provide accurate information.
- Resolve customer issues by actively listening to their concerns, identifying the root cause of the problem, proposing appropriate solutions, clearly explaining the steps involved in resolving the issue, and ensuring proper follow-up until the matter is satisfactorily resolved.
- Collaborate and coordinate with relevant internal teams, such as technical support, operations, or compliance, to escalate and resolve complex issues that require further investigation or action.
- Maintain a courteous, professional, and customer-centric approach in all interactions, aiming to turn every customer contact into a positive experience.
- Keep detailed and accurate records of all customer interactions, including complaints and resolutions, in the appropriate customer service systems and tools.
- Strive to continuously improve the customer support process by providing feedback and suggestions to enhance service delivery and efficiency.
Professional Qualifications:
- Minimum Diploma (D3) or Bachelor's Degree (S1) in any field.
- Experience in customer service.
- Strong problem-solving skills.
- Comfortable working in a fast-paced and dynamic environment.
- Knowledge of customer service solutions such as Freshdesk, Freshchat, and Freshcaller.
- Proficiency in English.
- Willingness to work on shift schedules (morning/afternoon/night), weekends, and public holidays.
Relevant Work Experience:
1 year of work experience in a related field.
