Customer Service

1 week ago

Bandung, Indonesia Evermos Full time

Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CS and Telesales strategy. Making sure the strategy align to the larger market, and business goals and outcomes
- Encourage problem-solving, strategic thinking and customer-orientation amongst the team

Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kind of customer interactions, transactions, and engagements - from purchase to product return to customer support
- Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
- Approaching and persuading every lead from all marketing channels and presales channels in order to achieve target conversion
- Updating conversation channels and the team with the latest update regarding the company’s programs and other essentials updates
- Working on the reporting, data, and other administration that the team needed
- Setting up schedules and running interviews as well as administering entrance test for applicants
- Monitoring the tuition payment status off all accepted students to differentiate customers from Presales effort and Marketing effort

**Requirements**:

- Bachelor’s degree in any major, preferably in communication, business management, or any related fields
- Good English proficiency in both writing and speaking
- 2+ years working experience in sales, cs/cx, telesales, brand industry, or other related fields
- Highly skilled in persuasive and consultative selling
- Strong communication and interpersonal skills
- Excellent research, analytical, and reporting skills
- Excellent understanding on product knowledge
- A team player and has growth mindset
- Self-motivated and driven to succeed
- Target and result oriented, also highly initiatives when it comes to problems solving that related to students and potential students
- Highly proficient with CRM, Sales tools, Google Workspace, and Microsoft Office

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