Position Responsibilities

• Productivity – is a main qualifier to is a quality metric for assessing a team’s performance, and by default how well a team is managing and enabling the team to deliver. Which contains the sub-qualifier as below:
  - First Response Time (Email & Live Chat)
  - Resolution Time (Email & Live Chat)
  - CSAT (Customer Satisfaction Score)
  
• Acknowledging and resolving customer complaints in a timely manner.
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Follow communication procedures, guidelines, and policies
• To communicate and coordinate with colleagues as necessary.
• To ensure customer satisfaction and provide professional customer support.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
• Learn about the organization’s products or services and keep up to date with changes
• Perform any other special project/ task as assigned by superior/ management
• Provide a solution and improvement plan to support the primary role.

Qualifications & Experience

• Candidate must possess at least SPM/Diploma.
• At least 1-2 years of working experience in customer service is required for this position.
• Experiences in Customer Service or Call Center in a fast-paced environment
• Familiar with the F&B industry and having coffee knowledge is a plus point
• Willing to work on shifts, weekends and public holidays.
• Strong computer skills (e.g: Excel)
• Prior experience with Live Chat platform (e.g: Zendesk, Freshchats, Intercom, etc)
• Computer literate and versed in working with numbers.
• Critical thinking and problem-solving skills
• Proficiency in English and Bahasa
• Respond to all enquiries from all official channels (e.g. Live Chat, emails, calls) and register all enquiries.
• Detail-oriented, meticulous, able to work under pressure in a fast-paced environment
• A team player, able to blend in with any group and work successfully as part of a team.
• Demonstrates the appropriate level of skills to promote company products.
• Honest with the ability to work quickly and accurately.
• Independent individual with strong decision-making skills

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