Customer Service Specialist (客户服务专员)

Startek Malaysia; Tangerang; On-site; IDR 5.000.000 - 8.000.000; Full time

Job summary

A leading customer service provider in Tangerang seeks candidates for customer service roles. Responsibilities include managing inquiries via phone, email, and chat while providing effective resolutions. Ideal candidates should be fresh graduates with excellent communication skills in English and Mandarin. The role requires problem-solving abilities and collaboration in a team environment. Various benefits such as annual leave and wellness programs are provided.

Benefits

Annual Leave

EPF

Medical Leave

SOCSO

Compassionate Leave

Wellness Programs

Maternity Leave

Staff Appreciation & Rewards

Qualifications

• Min SPM / UEC Certificate
• Entry-level position: fresh graduates are encouraged to apply.
• Excellent communication skills in both English and Mandarin, both written and verbal.
• Demonstrated problem-solving abilities.
• Exhibit patience and empathy.
• Ability to work collaboratively in a team environment.
• Require Rotational Shift

Responsibilities

• Answer customer inquiries via phone, email, and chat.
• Manage and resolve customer complaints.
• Maintain accurate records in the CRM system.
• Identify and assess customers' needs for satisfaction.
• Follow communication procedures and policies.
• Collaborate with team members to improve processes.
• Provide feedback on customer trends.
• Prepare reports and analyze customer service metrics.

Job description

Job Responsibility

• Answer incoming customer inquiries via phone, email, and chat in a timely and professional manner, providing accurate information and resolving issues effectively.
• Manage and resolve customer complaints, escalating complex cases to senior team members or relevant departments as needed, while maintaining a positive and empathetic approach.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system, ensuring data integrity and compliance with company policies.
• Identify and assess customers' needs to achieve satisfaction, offering appropriate solutions and alternatives within established guidelines.
• Follow communication procedures, guidelines, and policies, including proper use of scripting and knowledge base resources, to ensure consistent and high-quality service delivery.
• Collaborate with team members and other departments to improve customer service processes and enhance the overall customer experience, contributing to a positive and supportive work environment.
• Provide feedback to supervisors and trainers regarding customer trends, common issues, and potential areas for improvement in products, services, or training programs.
• Assist in the preparation of reports and analysis of customer service metrics, identifying trends and areas for improvement in service delivery.
  
  

Job Requirements

• Min SPM / UEC Certificate
• Entry-level position: fresh graduates are encouraged to apply.
• Excellent communication skills in both English and Mandarin, both written and verbal, to effectively interact with diverse customer base.
• Demonstrated problem-solving abilities to address customer inquiries and resolve issues efficiently.
• Exhibit patience and empathy when dealing with challenging customer situations.
• Ability to work collaboratively within a team environment to achieve common goals and provide seamless customer support.
• Require Rotational Shift
  
  

Job Benefits

• Annual Leave
• EPF
• Medical Leave
• SOCSO
• Compassionate Leave
• Wellness Programs
• Maternity Leave
• Staff Appreciation & Rewards