職務說明
1.日常客服營運 (回覆 email, live chat, social media) 等服務渠道之客服作業。
2.公司內部印尼約聘客服及外部合作夥伴營運作業支援與管理。
3.製做客服營運管理報表 (日/週/月報表),新增/修改 FAQ 資料庫及營運作業流程。
4.協助客服專案進行 ( 協測做系統功能測試等)。
Job Scope
1. Reply to all incoming calls, chats, emails, social media messages for daily customer service inquiries from Indonesia and Singapore markets.
2. Provide the highest quality of first-level support for all technical and functional queries.
3. Ensure customer satisfaction, provide customers with proper information, and handle customer's emotions with patience and good manners.
4. Strong analytical and problem-solving skills and the ability to effectively interact with internal/external partners.
5. Maintain SOP and Knowledge Base to achieve operational/financial goals with analytical skills to drive for continuous improvement.
6. Prepare and analyze the weekly and monthly operational reports to identify improvement opportunities.
其他條件
1.客服或行銷相關服務經驗。
2.印尼文與英文聽說讀寫流利。
3.具團隊合作精神、自我管理能力、責任感、良好的邏輯能力。
4.透過與同儕分享學習提升問題解決能力,樂於溝通一起找出問題解決方案。
Requirements
- Proficiency in both Indonesia Bahasa and English (written & spoken)
- 3+ years of contact center service or social media marketing experience
- Keen to learn and willing to take new challenges
- Self-motivation, highly energetic, outgoing character, and willing to explore self-potential in different areas
- Strong interpersonal & communication skills
- Able to work on different rosters (09:30~18:30 and 13:00~22:00) during weekdays and weekends (5 working days per week)