Customer Service Support
5 days ago
- Respond promptly to customer inquiries via email, chat, phone, and social media.
- Provide accurate information, guidance, and solutions to customer needs.
- Escalate complex cases to relevant teams and ensure follow-up until resolved.
- Maintain detailed records of customer interactions in CRM or ticketing systems.
- Ensure high customer satisfaction by delivering polite, empathetic, and professional service.
- Track, monitor, and follow up on pending customer issues or unresolved tickets.
- Collaborate with other departments (Operations, Product, Sales, Finance) to resolve issues.
- Provide feedback to internal teams on recurring issues for process improvement.
- Meet service performance standards (SLA, response time, CSAT).
- Participate in training sessions to maintain updated product knowledge.
- Minimum SMA/SMK; Diploma/Bachelor's degree preferred.
- Fluent in English (speaking and writing) — MUST.
- Minimum 1 year of experience in Customer Service or related field (required).
- Strong verbal and written communication skills.
- Ability to multitask, prioritize, and manage time efficiently.
- Familiarity with CRM or support tools is an advantage.
- Excellent problem-solving skills with a calm and empathetic approach.
- Able to work in fast-paced environments with high inquiry volume.
- Willing to work in shifts, weekends, or public holidays if required.
- Positive attitude, strong work ethic, and a team-oriented mindset.
Nice-to-Have Skills
- Experience in e-commerce, logistics, hospitality, travel or umrah industries.
- Ability to communicate with international customers.
- Basic analytical skills to identify support trends.
- Experience handling difficult customers.
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