Customer Operations Specialist

Key Responsibilities:

• Assist and answer customer questions and queries through our existing communication channels i.e phone calls / email / live chat / marketplace chat
• Ensure end to end follow up on customers issue from ticket raised till solution given and case closed.
• Be responding to customers on pre-sales/ after sale service too.
• Pre-sales service - Answering calls from customers or Check and reply emails/live chat from customers with friendly and professional manner.
• Understand customers' query and responds to them with correct information.
• Escalate the ticket to related team/department if further clarification needed.
• Follow up on every ticket with relevant department and ensure customer informed on the progress/solution.
• Convert customer to spend with us thru phone/email/live chat.
• Ensure all documentation of order placement, invoicing and order delivery is done accordingly After Sales service / Customer Feedback / Servicing / Repair / Warranty.
• Answering calls from customers or Check and reply emails/live chat from customers with friendly and professional manner. • Raise ticket on system and log customers issue (collecting customer particulars, entering information to the system).
• Escalate the ticket to related team/department.
• Follow up on every ticket with relevant department and ensure customer informed on the progress/solution.

Requirements:

• Bachelor degree holder any field.
• Minimum 1 year experience in customer service/social media listening team or live chat environment.
• Must be able to communicate in Bahasa and English.
• Able to manage several conversations at once while still providing the best sales / support possible to customers.
• A Calm and patient person. • Familiarity with live chat/Marketplace chat/Call center systems (zendesk, livechat, chatbot, etc) is a plus.