Customer Experience (English Customer Service)

PT GamerToGamer Global Group; Banten; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company is seeking a Customer Experience Representative fluent in English to join their 24/7 customer service team. This role involves providing troubleshooting assistance, maintaining communication with customers, and supporting the sales team for ensuring excellent customer service. A passion for video games is a plus, along with hands-on experience in CRM systems.

Qualifications

• Fluent in English is mandatory; Mandarin is a bonus.
• Hands-on experience with CRM and knowledge management tools.
• In-depth understanding of sales principles and customer service practices.

Responsibilities

• Provide troubleshooting assistance for customer orders and account status.
• Maintain FAQ articles for up-to-date customer information.
• Suggest sales process improvements to enhance customer experience.

Skills

Fluency in English

Customer service practices

Sales principles

Troubleshooting

Passion for video games

Education

Experience of 1 year or fresh graduates

Tools

CRM systems (Freshdesk)

Knowledge management tools (Confluence, Notion, Bit.ai)

Job description

Customer Experience (English Customer Service)

Our CSE is running a 24x7 rotating on a weekly basis, You will work shift with a team (3 shifts in a day, include public holiday and weekend) and handle global users & local users (using English and Bahasa). 5 days working & 2 days off. Therefore, we are looking for someone who is fluent in English. You will provide support to sales representatives and respond to customer and prospect queries.

Responsibilities

Provide troubleshooting assistance for customer orders, account status, and relevant problems

Provide data and guides to help the sales team

Stay up-to-date with new product and feature launches

Review pending orders and specific customers requests to ensure excellent customer service and customer experience

Maintain FAQ articles to keep up-to-date information for customers

Suggest sales process improvements

Requirements :

Experienced with 1-year exp/ Fresh graduates can apply

Fluent in English is a must (Mandarin will be a bonus)

Able to work at BSD, South Tangerang

Willing to do the work shift; [1st Shift ; 08.00 - 17.00 (WFO Mon-Friday only); 2nd Shift ; 16.00 - 01.00 (WFH); 3rd Shift ; 00.00 - 09.00 (WFH)]

Possess passion in video games (console/mobile/PC)

Hands-on experience with CRM systems (Freshdesk)

Hands-on experience with knowledge management tools (Confluence, Notion, Bit, ai, etc)

In-depth understanding of sales principles and customer service practices

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How would you rate your English language skills?