Advisor I, Chat Support - Yogyakarta

Concentrix (Indonesia) (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

We create game-changing customer journeys that help brands grow, across the world and into the future. We understand customers better than anyone else can. Within billions of data-points, our engineers find and harness the insight to craft experiences that touch hearts and move markets. We believe in creating experiences that go beyond Wow; combining human talent with artificial intelligence to design, build and run truly integrated customer journeys, at scale, across the entire enterprise. Whether you’re a small company with big ideas or a leading global brand, we’re not just your next-door neighbor, we’re everyone’s, everywhere. It doesn’t matter if your customer journey spans channels, technology, or even oceans – we’ve got you covered. We’re behind the scenes of the brands you rely on every day. So chances are, we’ve already met!

About this position

The Advisor I, Chat Support position in Yogyakarta involves providing customer service support through chat, ensuring that service meets contractual KPIs, and addressing customer complaints effectively.

Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Maintain basic knowledge of client products and/or services
• Track, document and retrieve information in call tracking database
• Coordinate with relevant stakeholder to validate complaints and evaluate options to remedy these complaints.
• Reviews the underlying facts of the complaint, determines an appropriate solution, and response to the customer on timely manner.
• Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints.
• Exercises a large degree individual discretion and judgement.
• Tracks complaints and makes recommendations to management designed to reduce the number of complaints.
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in chat/call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Requirements

• Diploma or above with minimum 6 months of work experience
• E-commerce platform, Complaint Resolution, customer service, after-sales consulting related work experience is preferred.
• Proficient in English language (Speak, Read and Write capability)
• Familiar with computer operating system and Office software
• Experience in Call/ Chat Servicing is added advantage
• Have logical reasoning and customer empathy
• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• Job requirements may vary by country and will not