Customer Service Specialist - Chat and Email

Concentrix (Indonesia) (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 Customer Service Specialist - Chat and Email is responsible for engaging with customers through online platforms, providing assistance, and resolving inquiries while maintaining high standards of service.

Responsibilities

• Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, and offering assistance.
• Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
• Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
• Meet or exceed performance targets, including response time, customer satisfaction scores, and chat volume goals.
• Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
• Collaborate with team members and other departments to ensure consistent and effective customer support.

Requirements

• Diploma/Bachelor’s degree holder
• Prior work experience as a Customer Service Agent/Chat Support Agent (Handling Chats and emails)
• Good proficiency in English is a must, minimum B2 level.
• Awareness of current affairs and events in the respective markets/countries.
• High on teamwork and engagement. Mature & has the analytical thinking.
• Wiling to work in rotational noon and night shifting schedule.
• Willing to work onsite in Jakarta.