Key Responsibilities:
- Assist and answer customer questions and queries through our existing communication channels i.e phone calls / email / live chat / marketplace chat
- Ensure end to end follow up on customers issue from ticket raised till solution given and case closed.
- Be responding to customers on pre-sales/ after sale service too.
- Pre-sales service - Answering calls from customers or Check and reply emails/live chat from customers with friendly and professional manner.
- Understand customers' query and responds to them with correct information.
- Escalate the ticket to related team/department if further clarification needed.
- Follow up on every ticket with relevant department and ensure customer informed on the progress/solution.
- Convert customer to spend with us through phone/email/live chat.
- Ensure all documentation of order placement, invoicing and order delivery is done accordingly After Sales service / Customer Feedback / Servicing / Repair / Warranty.
- Answering calls from customers or Check and reply emails/live chat from customers with friendly and professional manner.
- Raise ticket on system and log customers issue (collecting customer particulars, entering information to the system).
- Escalate the ticket to related team/department.
- Follow up on every ticket with relevant department and ensure customer informed on the progress/solution.
Requirements:
- Bachelor degree holder any field.
- Minimum 1 year experience in customer service/social media listening team or live chat environment.
- Must be able to communicate in Bahasa and English.
- Able to manage several conversations at once while still providing the best sales / support possible to customers.
- A Calm and patient person.
- Familiarity with live chat/Marketplace chat/Call center systems (Zendesk, Livechat, Chatbot, etc) is a plus
