Senior Customer Satisfaction Executive (English Customer Service)

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

Job summary

A leading gaming company located in Banten, Indonesia is seeking a Customer Service Executive. The role involves providing support to global users and sales representatives, troubleshooting customer queries, and suggesting improvements for sales processes. Candidates must be fluent in English and willing to work various shifts. Passion for video games and experience with CRM systems are preferred. This is a dynamic position with opportunities for professional growth in the gaming community.

Qualifications

• 1-2 years experience as Customer Service Executive or related position.
• Hands-on experience with CRM systems.
• Willingness to work shifts, including public holidays.

Responsibilities

• Provide troubleshooting assistance for customer orders and account status.
• Stay up-to-date with new product and feature launches.
• Suggest sales process improvements.

Skills

Fluent in English

Hands-on experience with CRM systems (Freshdesk)

Passion in video games (console/mobile/PC)

In-depth understanding of sales principles

Knowledge management tools (Confluence, Notion)

Job description

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 minimum 1-2 years experience as Customer Service Executive or related position
• 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 many years' experience do you have as a Customer Service Role?

How would you rate your English language skills?

Do you have customer service experience?

G2G believes in making a difference. No matter how small or big it is, we shall continue to pursue innovative ideas that can change the world and do wonders for the gaming community. At G2G, our mission is to continuously evolve in the gaming community and provide a reliable digital platform where gamers don't only game harder, but can buy and sell freely with ease.