Customer Care Agent

POSITION SUMMARY
Customer care agents are responsible for providing helpful information, answering questions, responding and resolving partners complaints accurately and timely to ensure partners are satisfied with products, services and features. CC T1 team also acts as the first-line support or denotes basic technical or non-technical support functions to provide the best customer experience

CORE RESPONSIBILITY

• Handle partners complaints, provide appropriate solutions and alternatives within the agreed SLA as stated in SOP,  follow up to ensure resolution.
• Monitor consumer tickets system or dashboard including entering data onto various Navigation IT systems
• Make a complaint report or partner request.
• Maintain confidentiality partners privacy including complaints or requests from partners.
• Establish good communication with partners.
• Updating FAQ or T1 Problem Category to improve service excellence

POSITION REQUIREMENTS

• Min. Diploma (D3) degree from any major
• 3-4 year experience of relevant field
• Prior customer service or call center experience is a plus
• Proficient in Microsoft Excel and/or Google Sheets for reporting and data management