Advisor I, Chat Support - Yogyakarta
About this position
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