Customer Service Agent L1 (Tagalog Speaker)

SKINTIFIC; Jakarta Utara; On-site; IDR 55,800,000 - 78,120,000; Full time

Job summary

SKINTIFIC is hiring for a Customer Service (Live Chat) role in Jakarta. You will provide real-time support, help customers place and track orders, and resolve issues with a focus on satisfaction.

We value English and Tagalog communication, a bachelor’s degree, and 1-2 years in live chat customer service. The role requires on-site work at our Jakarta location, with a customer-first approach and product knowledge in beauty.

Qualifications

• Bachelor's degree is required.
• 1-2 years in customer service, especially live chat.
• Excellent written communication; multitasking and problem solving.
• Customer-centric mindset and familiarity with beauty products are a plus.

Responsibilities

• Provide real-time assistance via live chat for product info, order status, returns, and general inquiries.
• Assist customers with order placement, tracking, and cancellations.
• Troubleshoot issues; escalate complex cases to higher-level support when needed.
• Maintain up-to-date product knowledge to offer accurate information and recommendations.
• Aim for high customer satisfaction with friendly, empathetic, and efficient service.
• Accurately document customer interactions and follow up to ensure resolution.
• Educate customers on product features, promotions, usage, and self-service options.
• Collect and report customer feedback to support continuous improvement.

Skills

Written communication

Multitasking

Problem solving

Customer-centric

Education

Bachelor's degree in any major

Tools

Live chat software

CRM systems

Job description

1. Customer Interaction: Provide real-time assistance to customers via live chat, addressing inquiries related to product information, order status, returns, and other general concerns.

2. Order Processing: Assist Customers with order placement, tracking, and cancellations.

3. Problem Resolution: Identify and troubleshoot customer issues, escalating complex cases to higher-level support when necessary.

4. Product Knowledge: Maintain up-to-date knowledge of our product range to offer accurate information and recommendations to customers.

5. Customer Satisfaction: Ensure high levels of customer satisfaction by providing friendly, empathetic, and efficient service.

6. Documentation: Accurately document customer interactions and follow up as needed to ensure resolution.

7. Customer Education: Educate Customers on product features, promotions, and usage. Also, provide guidance on self-service options and resources.

8. Feedback Collection: Gather and report customer feedback to contribute to continuous improvement in service and product offerings.

Qualifications

• - Language: Proficient in English and Tagalog both written and verbal with proven language proficiency
• - Education: Bachelor's degrees in any major.
• - Experience: 1-2 years of experience in a customer service role, specifically handling live chat support.
• - Skills: Excellent written communication skills, ability to multitask, strong problem-solving skills, and a customer-centric mindset.
• - Knowledge: Familiarity with beauty products and industry trends is a plus.
• - Tools: Proficiency in using live chat software and CRM systems is a plus.
• - Willing to follow shifting working setting and full WFO.