Customer Service Representative

CLIENT PROFILE: A fast-growing, venture-backed technology company transforming access to financial services through innovative, customer-focused solutions in emerging markets.

ROLE OVERVIEW

The Customer Support Representative is responsible for handling inbound and outbound interactions, phone calls, emails requests, whatsapp chats with our  final customers when they have questions or concerns, using a friendly, helpful approach.

JOB RESPONSIBILITIES

• Manage a large volume of inbound and outbound calls, emails, social media and chats with knowledge and efficiency Identify and address customer needs, with a goal of total satisfaction.
• Provide assistance to customers facing product or service-related technical difficulties. They troubleshoot issues, guide customers through step-by-step resolutions, or escalate complex problems to specialized teams if necessary.
• Identify opportunities to recommend additional products or services that align with customers' needs and preferences, engaging in suggestive selling techniques to increase sales revenue and enhance the customer experience.
• Take appropriate actions to resolve customer dissatisfactions or complaints professionally and empathetically; documenting and investigating issues in order to aim to retain customer satisfaction and loyalty.
• Provide insights to the management team for continuous improvement of products, services, and processes, analyzing the customer feedback from post-interaction surveys to gauge customer satisfaction levels and the customer feedback collected.
• Ensure all information is properly documented for future reference or analysis, recording customer interactions, including relevant details, in the contact center's database or customer relationship management (CRM) system.
• Maintain a high standard of service quality and professionalism during each customer interaction, adhering to company policies, procedures, and legal regulations while handling customer interactions.
• Continuously developing their skills to provide an enhanced customer experience, participating in training sessions and stay updated on product knowledge, service and industry trends.

QUALIFICATIONS

• Completed Technical or partially university studies in related areas such as Business Administration, Communications or similar.
• Intermediate knowledge of Microsoft Office tools and Google Suite.
• Previous experience in customer service or support, preferably in the sales or financial sector, for at least 1 year.
• Effective communication skills, ability to work in a team and handle difficult situations under pressure.
• Strong English communication skills, verbal and writing.
• Agility in keyboarding, spelling and writing.
• Experience in customer relationship management software (CRM), in financial services or technology is desirable.
• MUST BE AMENABLE to work on national holidays, weekends, and peak seasons.
• Amenable to work 3 days onsite per week in our client's office in Jakarta, and 2 days WFH.