We are PT. SmartJual Indonesia searching for qualified customer service with personality and people skills.
Tangung Jawab Pekerjaan
Responsible for providing knowledgeable, courteous and professional service and assistance to our customers and stores via the telephone, email, website, and other social media methods. Reports to Customer Contact Center Supervisors.
Duties and Responsibilities:
Responds to inquiries and assists customers and/or stores via phone, e-mail, fax and other Social Media outlets. Including however not limited to, On-line Orders, Phone Orders and Special Orders. Maintains appropriate documentation for Customer Orders and Special Orders while adhering to PII and PCI requirements. Provides Friendly, Professional and Personalized customer service at all times.
- Manages difficult customer situations, responding promptly to the needs of the customer resolving issues in the most cost effective manner while maximizing customer satisfaction. Escalates unresolved customer issues to supervisor as necessary.
- Comprehends, captures, and interprets basic customer information updating the Customer data base with required changes in a precise accurate manner. Prepares and sends email correspondence in accordance with the Standard Operating Procedures (SOP) as defined by the management team.
- Tracks orders and provides delivery status, using manifest system and other tracking methods.
- Analyzes problems and offers solutions. Communicates in a professional manner with clarity, using good verbal and written communication skills at all times. Handles customer inquiries and complaints with tact and professionalist
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- College degree preferred
- Must be able to speak English actively
Minimum 2 years experienced in Customer Service at e-commerce
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