Customer Service

Keterampilan Layanan Pelanggan

Key Responsibilities: Customer Interaction – Provide friendly, professional, and efficient support via chat, email, and phone. Message Management – Reply to customer inquiries, complaints, and business-related opportunities through the customer service number. Issue Resolution – Handle and resolve customer complaints effectively while maintaining a positive experience. Business & Collaboration Handling – Manage business opportunities, partnerships, and collaboration requests related to the company. Product & Service Knowledge – Answer FAQs regarding UCOllect Box and UCOllect Solution, ensuring customers receive accurate and clear information. Data Reporting & Analysis – Track user satisfaction, top complaints, and service trends, compiling reports using Microsoft Excel for insights. CRM System Management – Log, track, and follow up on customer interactions using Qontak, Zendesk, or other CRM tools. Cross-Team Coordination – Work with internal teams (Ops, Sales, Tech) to relay business leads, such as informing the Ops team about pick-up points. Customer Satisfaction & Relationship Building – Ensure high levels of customer satisfaction and foster strong client relationships. Adaptability & Process Improvement – Stay updated with company policies, product updates, and system changes, and provide feedback for service improvements. Qualifications: Education: Minimum Diploma (D3) or Bachelor's Degree in any field. Experience: 1+ years in customer service, call center, or a related role Communication: Excellent verbal and written communication skills (clear, friendly, and professional). Empathy & Patience: Ability to handle customer concerns with understanding and composure. Problem-Solving: Strong analytical skills to quickly find the best solutions. Product Knowledge: Willingness to learn and master company products/services. Microsoft Office (Excel): Basic skills for data analysis and reporting. CRM System Experience: Familiarity with Qontak, Zendesk, or other CRM tools is a plus. Multitasking & Time Management: Ability to handle multiple tasks efficiently. Adaptability: Comfortable in a fast-paced, changing environment.