Deskripsi Pekerjaan
Join Full Potential BPO Inc. as a Customer Experience Associate and become a vital part of our mission to deliver exceptional service. In this dynamic role, you'll handle diverse customer inquiries through phone, chat, and email channels, seamlessly balancing voice and non-voice tasks. You'll be the first point of contact for resolving customer concerns, providing accurate information about products/services, and ensuring positive interactions at every touchpoint. This position requires exceptional communication skills, empathy, and the ability to thrive in a fast-paced environment while maintaining professionalism and patience. You'll collaborate with cross-functional teams to address complex issues, document interactions in CRM systems, and continuously enhance your product knowledge to deliver consistent, high-quality support. If you're passionate about customer advocacy and seek a rewarding career in BPO, we invite you to apply and help us exceed customer expectations.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat
- Resolve customer complaints with empathy and efficiency while maintaining service standards
- Document all interactions accurately in CRM systems for compliance and reference
- Collaborate with technical teams to resolve complex product/service issues
- Meet performance metrics including response time, resolution rate, and satisfaction scores
- Continuously update product knowledge to provide accurate information
- Identify opportunities to improve customer experience processes
Kualifikasi
- High school diploma or equivalent; college education preferred
- 1+ years of customer service or call center experience
- Excellent communication skills with clear articulation in English
- Strong problem-solving abilities and conflict resolution aptitude
- Proficiency in multitasking and managing digital communication tools
- Ability to work flexible shifts including weekends and holidays
- Basic computer literacy and familiarity with CRM platforms
- Positive attitude with resilience under pressure