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Customer Service Social Media

4 months ago

Yogyakarta, Indonesia convergence Full time

Key Responsibilities:
1. Respond to Customer Inquiries:

- Handle customer queries via live chat or other communication channels on e-commerce platforms.
- Respond within the required SLA of 15 minutes for each inquiry.
- Greet customers politely and provide prompt assistance.

2. Handle Customer Complaints:

- Address customer complaints related to order issues such as returns, refunds, missing products, or switched products.
- Ensure resolutions are provided within 24 hours, escalating cases to the Team Leader if necessary.

3. Manage Orders:

- Assist customers with order processing issues, including shipment tracking, product returns, and refunds.
- Provide customers with accurate order information and updates.

4. Product Information:

- Provide product details, specifications, and usage instructions as provided during the training sessions.
- Stay updated on any product changes or new information after follow-up training sessions.

5. Maintain Platform Performance Standards:

- Ensure 99% platform performance KPI adherence by handling tasks efficiently and accurately.

6. Customer Satisfaction:

- Aim to achieve a Customer Satisfaction Score of 5/5 for every customer interaction.
- Provide empathetic and professional service to ensure customers have a positive experience.

7. Reporting:

- Document each customer interaction in the designated platform, noting any unresolved issues or escalations.
- Participate in performance reviews or discussions related to monthly/quarterly KPIs.

Key Skills:

- Strong communication skills in Bahasa Indonesia.
- Familiarity with e-commerce platforms such as Tokopedia, Shopee, Lazada, and TikTok Shop.
- Ability to handle complaints and resolve issues efficiently.
- Time management and multitasking abilities.

**Job Type**: Contract