Customer Service Specialist

Glints; Batam; On-site; IDR 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Representative to enhance customer satisfaction through effective communication and support. In this role, you will engage with customers across various platforms, resolving inquiries and promoting sales opportunities. The ideal candidate thrives in a fast-paced environment, possesses strong interpersonal skills, and is passionate about delivering exceptional service. Join a team that values customer relationships and offers a chance to make a meaningful impact in a vibrant work atmosphere.

Qualifications

• Highly adaptable to fast-paced work environments.
• Possess customer empathy and relationship-building skills.

Responsibilities

• Handle customer enquiries through phone, email, and social media.
• Assist customers with after sales issues and process refunds.
• Document customer issues on CRM and escalate as necessary.

Skills

Customer Empathy

Interpersonal Skills

Communication Skills

Adaptability

Sales Skills

Tools

CRM/Salesforce

Job description

Job Description:

• Handle customer enquiries through the phone.
• Listen, probe and question in order to clarify and understand customer needs.
• Remain up to date with the latest information that impacts the delivery of service to the customers and provide accurate information promptly to customers.
• Follow-up on outstanding cases and perform call back to customers if necessary,
• Handle customer enquiries via various channels such as emails, live chat etc/
• Assist customers on after sales issues.
• Resolve customers' product and promotion enquiries.
• Process order cancellation or refund request.
• Perform up-sell and cross-sell to customers.
• Handle customer enquiries on social media.
• Engage customers using social media platforms to resolve their issues or enquiries.
• Moderate and respond to comments on social media professionally and with empathy,
• Escalate customer issues.
• Document customer issues on CRM/Salesforce system.
• Escalate the customers' issues to appropriate departments.
• Follow up with the respective departments to respond to customer promptly.
• Assist on membership matters.
• Process card replacement.
• Activate new membership cards.
• Resolve point related issues.

Requirements:

Personal Attributes

- Highly adaptable to a fast-paced and dynamic work environment

- Possess customer empathy

- Developing relationships with customers to maximize sales potential and ensure total customer satisfaction.

- Ability to work on shifts (which includes weekends)

Competencies

- Proficiency in English; ability to converse in Mandarin will be an added advantage (to liaise with Mandarin speaking associates/customers)

- Customer-oriented with good interpersonal and communication skills

- Candidates with experience in customer service or contact center will have an added advantage

- Candidates with a passion in customer service are welcome to apply