Customer Experience Specialist  

Job brief

We are looking for a customer-oriented service specialist who will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

1. Follow or create flow process;
2. Made or revise FAQ content;
3. Manage large amounts of incoming emails/chats;
4. Identify and assess customers’ needs to achieve satisfaction;
5. Build sustainable relationships and trust with customer accounts through open and interactive communication;
6. Provide accurate, valid, and complete information by using the right methods/tools;
7. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
8. Keep records of customer interactions, process customer accounts, and file documents;
9. Follow communication procedures, guidelines, and policies;
10. Take the extra mile to engage customers.

• Able to follow and create a flow process and FAQ content;
• Familiar or experience with Freshdesk/CRM;
• Fluent in English;
• Have good leadership abilities;
• Is able to keep up with a highly dynamic and operational environment;
• Is willing to attend shifting schedules - The schedule consisted of 3 shifts in 24 hours total;
• Are a fast learner and a proactive problem solver;
• Preferable familiar with marketplace, online games or is a gamer;
• Experienced minimum of 2 years
• Willing to work at Pantai Indah Kapuk, North Jakarta.