Customer Support (Cs Associate)

About SawitPRO

SawitPRO develops an integrated end-to-end agri-platform, creating a win-win-win for people, planet and profit. Our missions are to improve the livelihood of Indonesia’s smallholders, to unlock value for the industry, and to strive in a demanding global market in traceability and sustainability of palm oil products.

We provide platform that connects the supply chain stakeholders within the palm oil industry (i.e. Palm Oil Mills, Agents, Smallholders, and Agri Input vendors), creates a digital ecosystem that removes friction points, and essentially boosts the productivity of the smallholders via access to affordable yet high quality agro-inputs, agronomic services, and high quality planting materials.

We envision to be the game-changer that improves smallholders’ living standard, and help our planet to meet the growing global demand for sustainable palm oil.

Summary:

CS Associate is an individual with ownership over the customer experience. As a team-player, will regularly collaborate and liaise with marketing, inventory planning, front-end web development, and product teams. This position is unique in that it requires both creative and operational muscle to excel – a healthy balance of art and science!

Responsibilities:

• Drive a ‘customer first approach’ to inbound and outbound management
• Developing and implementing an overarching customer communication plan (throughout multiple stages), in relation to customer information needs of the customer journey,
• Engaging with our community on social media channels as needed
• Always thinking outside the box with customer-facing and back-of-house support operations: how can we have the best support operation both for our customers and for our team?
• Developing holistic customer journeys and shaping all customer touchpoints: events, digital and print communication, social media interactions, in order to drive customer conversion rates across all stages of engagement,
• Keeping CS Platform (i.e. Zendesk), the central hub for all customer support, neat, tidy, and running efficiently.
• Managing our support team, a group of experienced customer support experts contracted from around the country.
• Communicating as with our accounting lead regarding risk analysis in customer orders, as needed.
• Updating and reporting on KPIs through CS Platform (i.e. Zendesk) Insights.
• Escalating web/mobile issues gleaned through customer feedback to the web/mobile development team.
• Supporting the CX team to a standard of excellence, including but not limited to routine ticket and chat QA to identify areas of strength and improvement.
• Shaping the Customer Experience strategy in a way that enables us to acquire, convert and retain more engaged and loyal customers, driving ROI and enabling the university to meet its targets,

Requirements

Education

• Bachelor’s degree, majoring in Agronomy, Business, Communication, Computer Science or equivalent

Experience

• You are a driven to win, competitive and intellectually curious individual.
• You are flexible, passionate and a team player.
• You are comfortable with scrappy environments, where one must do a lot with a little and where speed matters. You are a self-starter and have a deep passion for this field.
• At least 3 years of experience as Customer Support
• You have experience with CS Platform (i.e. Zendesk) and have worked in CX before or have experience which is applicable to it.
• Systematic and Methodical in monitoring and synthesising product feedback through support feedback and return/exchange data (Returnly); communicating findings to the product team and inventory planning team to better inform product development and sales strategy.
• Proven track record in collaborating with the marketing communication team to build our loyalty and rewards program.