Role Description
As a Customer Service Representative (English) at Agent&Co (PT Global Alih Daya), you will be responsible for delivering excellent customer support and ensuring a positive customer experience through effective communication and problem resolution.
In this role, you will interact with customers, address inquiries and concerns, and provide timely solutions while maintaining a high standard of professionalism and service quality.
Key Resposibilities
- Handle customer inquiries, requests, and complaints through various communication channels in a professional manner
- Provide accurate information about products, services, or processes to customers
- Resolve customer issues effectively while ensuring a high level of customer satisfaction
- Record and manage customer interactions in the CRM system
- Follow up on customer concerns to ensure timely resolution
- Maintain service quality standards and adhere to company procedures
- Collaborate with internal teams when escalation or further support is required
- Deliver a consistent and positive customer experience in every interaction
Qualifications
- Minimal pendidikan Diploma atau Sarjana dari berbagai jurusan.
- Memiliki pengalaman minimal 1 tahun sebagai Team Leader.
- Memiliki kemampuan komunikasi Bahasa Inggris yang baik, baik lisan maupun tulisan.
- Memahami proses monitoring performa tim, penjadwalan, dan pembuatan laporan.
- Memiliki pemahaman yang baik terkait KPI customer service seperti CSAT, SLA, FCR, dan response time.
- Berpengalaman menggunakan CRM, sistem ticketing, dan tools customer support lainnya.
