Customer Service Representative

Requirements

1. Responsible for the live chat communication (pre-sales & after sales)

2. Responsible for the maintenance of private messages and comments on the brand's official social media.

3. Respond to customer needs and consultation in a timely manner, guide purchases and improve customer retention and conversion of consultation.

4. Help customers deal with after-sales problems according to the SOP process and improve customer satisfaction.

5. Accurately fill in the customer service work tickets as required to ensure the completeness and accuracy of the work tickets.

6. Deeply participate in cross-department / cross-team communication and promote the rapid resolution of various pre sales and after-sales problems.

7. Deeply cooperate with the international team, maintain consistency, and continuously improve customer satisfaction.

8. To provide fast and timely solutions to all customer related problems, ensure customer satisfaction by providing excellent Customer Services, constantly guided by company's service standards.

9. Handle complaint, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

10. Follow communication procedures, guidelines, and policies.

1. ABLE TO DO NIGHT SHIFT

2. Previous working experience in customer service, or customer service-related fields (i.e. E-Commerce, Telemarketing, Billing, Customer Liaison etc) is an added advantage.

3. Ability to create and produce documents very carefully (very important).

4. Knowledge in handling basic computer (Microsoft Excel/Word etc).

5. Must be proficient in English (listening/speaking/reading/writing), in addition to Bahasa Indonesia.