Customer Service Representative (Jakarta - Malaysia)

DUTIES AND RESPONSIBILITIES:

• Research, identify, and resolve customer complaints using applicable resources.
• Achieve the given metrics in accordance with the center’s commitment to the client
• Recognize, document, and alert the management team of trends in customer calls.
• Answer incoming calls including email and chat in a timely manner.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Process requests according to customer’s preference on time
• Keep the customer’s privacy and protect customer information.
• Provide accurate information and excellent customer service.
• Follow-up customer calls where necessary.
• Build sustainable relationships and engage customers by taking the extra miles
• Meet personal/team qualitative and quantitative targets.
• Other duties as assigned.
• Complete call logs and reports
• Route calls to appropriate resources
• Handle simple to difficult inquiries in a given span of time.
• Identify and escalate issues to supervisors.
• Document all call information according to standard operating procedures.
• Manage different types of callers in a given span of time.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

MINIMUM REQUIREMENTS:

• Relevant working experience in the contact center as customer services is preferred or fresh graduate.
• Minimum Bachelor holder or higher is preferred, major in IT/Computer & Engineering ONLY or graduate in Science/Engineering, or Diploma holder with 8 years experience.
• Have the ability to type fast (50 WPM).
• Willing to work in shifting schedule.
• Knowledge of customer service practices and principles
• Able to join immediately and holding a valid passport.
• Ability to handle stressful situations appropriately.
• Willing to work from our office in Kuala Lumpur, Malaysia.
• Proficient in relevant computer applications
• Superior listening, verbal, and written communication skills both in English (B1 level) and Bahasa Indonesia.
• Excellent data entry and typing skills.

What are you waiting for? Join our team now!!!