Deskripsi Pekerjaan
Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every interaction is an opportunity to create a positive impact? If so, we invite you to become a key part of our dynamic team in Kebayoran Lama, South Jakarta.
We are a leading organization committed to providing outstanding products and services to our valued clients. We are currently looking for a dedicated and empathetic Customer Experience Staff member to join our vibrant team. In this role, you will be the voice of our company, managing incoming communications across multiple channels, including live chat, email, and inbound calls. You will play a pivotal role in maintaining our high standards of customer satisfaction and loyalty by handling inquiries, resolving complaints, and providing product information with professionalism and efficiency.
As a Customer Experience Staff, you will receive comprehensive onboarding and ongoing training to ensure you have the tools and knowledge to succeed. You will work in a supportive environment that encourages growth and development, with clear career progression paths. You will have the opportunity to collaborate with cross-functional teams, including Sales, Product, and Operations, to gather valuable customer insights and contribute to the continuous improvement of our service processes and overall customer journey.
We pride ourselves on our inclusive and collaborative work culture. Our team members are our greatest asset, and we invest in their success through continuous learning and professional development programs. If you are a proactive problem-solver with a genuine passion for helping others and a drive to make a real difference, we want to hear from you! Take the next step in your career and join our team today.
Tanggung Jawab
- Handle inbound customer inquiries and complaints via live chat, email, and phone calls with professionalism and empathy.
- Provide accurate and timely information regarding products, services, and company policies to customers.
- Resolve customer issues efficiently, escalating complex cases to the appropriate department when necessary to ensure a seamless resolution.
- Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in the CRM system.
- Collaborate with cross-functional teams to improve overall customer experience and streamline service processes.
- Meet or exceed key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT), First Response Time (FRT), and Resolution Time.
- Contribute to the development of a customer-centric culture by sharing feedback and insights gained from direct interactions with customers.
Kualifikasi
- Minimum of 2 years of proven experience in a customer service, call center, or customer experience role.
- Strong problem-solving skills and the ability to handle challenging situations with tact, patience, and professionalism.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English.
- Proficiency in using customer service software, CRM systems, and standard office applications (e.g., Microsoft Office, Google Workspace).
- Ability to work in a fast-paced environment, multitask effectively, and prioritize tasks based on urgency and importance.
- A positive attitude, strong work ethic, and a genuine passion for helping others.
- Willingness to work in a shift-based schedule, including weekends and public holidays if required by the business.
- Diploma or Bachelor's degree in any field. Fresh graduates with relevant internship experience are highly encouraged to apply.