Deskripsi Pekerjaan
We are seeking a detail-oriented and empathetic Email & Chat Support Specialist to join our growing team at Foundever. In this pivotal role, you will be the primary point of contact for our clients' customers, handling inquiries through digital channels with a focus on clarity, speed, and professionalism. You will play a critical part in resolving customer issues efficiently, ensuring high satisfaction scores, and maintaining the brand's reputation for excellence. If you are a proactive problem-solver with excellent typing skills and a passion for delivering exceptional service, we encourage you to apply for this immediate opportunity.
Tanggung Jawab
- Handle inbound and outbound email inquiries and live chat sessions professionally, ensuring a quick response time.
- Resolve customer queries, complaints, and technical issues with accuracy and empathy.
- Receive and respond to escalations from customers or lower-level agents appropriately.
- Maintain accurate and detailed records of all customer interactions within the CRM system.
- Follow standard operating procedures (SOPs) and quality guidelines to meet KPI targets.
- Collaborate with the team to continuously improve response templates and customer service processes.
- Ensure strict adherence to data privacy policies and confidentiality agreements.
Kualifikasi
- Minimum of 6 months of experience in a BPO or customer service environment.
- Strong typing speed (minimum 35-40 WPM) with high accuracy.
- Excellent written communication skills in English (grammar and spelling).
- Proficiency in using computer systems, MS Office, and CRM software.
- Ability to work in a fast-paced environment with tight deadlines.
- High school diploma or Bachelor's degree is preferred.
- Willingness to work in a rotational shift schedule if required.