Customer Service Specialist APPLY NOW

Roles & Responsibilities

• Manage customer enquiries escalated in Customer Service Email, WhatsApp and Marketplaces (TikTok, Shopee)
• Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
• Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
• Support ad-hoc projects and initiatives per business needs.

Job Requirements

• Requires a minimum of 1 year experience in a customer service environment.
• Fresh graduate is acceptable only with quick learning capability and high potential.
• Demonstrates effective, clear and professional written and oral communication.
• Eager to learn, initiative taker and problem-solver.
• Proactive and continuous improvement attitude.
• High problem solving and priority skills.
• Thrives in fast and dynamic environments.
• Ability to work in a fast-paced environment.
• Have a good temper to handle disputes and emergencies.
• Excellent skills for communicating and relating with both team members and customers.
• Experience in eCommerce or marketplace platforms is a plus.
• Works comfortably with Microsoft Word and Excel.
• Good written and verbal communication skills in English & Bahasa.