Deskripsi Pekerjaan
Join Fresh Prints as a detail-driven Operations Associate (Triage) and become the backbone of our customer support ecosystem. This critical role demands a meticulous professional who excels at analyzing, categorizing, and routing incoming requests with precision. You'll serve as the first point of contact for customer inquiries, ensuring each issue receives the appropriate attention and resolution pathway. Your analytical prowess will help identify trends and streamline processes, directly enhancing our service delivery and operational efficiency.
In this fast-paced environment, you'll collaborate cross-functionally to maintain seamless communication between customers, technical teams, and support departments. Your organizational skills will be vital in managing request queues, maintaining accurate documentation, and implementing triage protocols. If you thrive in dynamic settings where your problem-solving skills directly impact customer satisfaction and operational excellence, this role offers the perfect platform to grow your career in operations management.
Tanggung Jawab
- Review, categorize, and prioritize incoming customer requests (tickets, emails, calls) based on urgency and complexity
- Analyze customer inquiries to determine appropriate resolution pathways and assign to relevant teams
- Maintain accurate documentation of triaged requests and track resolution timelines
- Collaborate with support teams to ensure timely follow-up and closure of customer issues
- Identify recurring request patterns and propose process improvements to enhance efficiency
- Develop and maintain triage guidelines and escalation protocols
- Monitor queue metrics and report on performance indicators
Kualifikasi
- High school diploma or equivalent; bachelor's degree preferred
- 1-2 years experience in customer service, operations, or call center environment
- Exceptional analytical skills with ability to assess request complexity
- Strong organizational abilities with attention to detail
- Proficient in ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms
- Excellent communication skills with ability to explain technical processes simply
- Ability to work independently and collaboratively in fast-paced settings