Advisor I, Chat Support

4 months ago

Yogyakarta, Indonesia Webhelp Full time

**Customer Service/Support**

**Location**
- Yogyakarta, Indonesia***

Job Title:
Advisor I, Chat Support - Yogyakarta

**Job Description**:

- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Maintain basic knowledge of client products and/or services
- Track, document and retrieve information in call tracking database
- Coordinate with relevant stakeholder to validate complaints and evaluate options to remedy these complaints.
- Reviews the underlying facts of the complaint, determines an appropriate solution, and response to the customer on timely manner.
- Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints.
- Exercises a large degree individual discretion and judgement.
- Tracks complaints and makes recommendations to management designed to reduce the number of complaints.
- Diploma or above with minimum 6 months of work experience
- E-commerce platform, Complaint Resolution, customer service, after-sales consulting related work experience is preferred.
- Proficient in English language (Speak, Read and Write capability)
- Familiar with computer operating system and Office software
- Experience in Call/ Chat Servicing is added advantage
- Have logical reasoning and customer empathy

**Essential Functions/Core Responsibilities**:

- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in chat/call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

***:

- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
- Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

**Supplemental Geographical Information**:

- RECRUITER ENTER THE APPLICABLE LANGUAGE:
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES
- Minimum of two years of college education. No prior call center experience is required
- Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA
- Ability to effectively communicate, both written and verbally
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn including strong problem solving skills
- Demonstrate strong probing and problem solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently

**Disclaimer**:

- The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sex

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