Customer Experience (English Customer Service)

Customer Experience (English Customer Service)

Our CSE is running a 24x7 rotating on a weekly basis. You will work shifts with a team (3 shifts in a day, including public holidays and weekends) and handle global users & local users (using English and Bahasa). 5 days working & 2 days off. Therefore, we are looking for someone who is fluent in English. You will provide support to sales representatives and respond to customer and prospect queries.

Responsibilities

1. Provide troubleshooting assistance for customer orders, account status, and relevant problems.
2. Provide data and guides to help the sales team.
3. Stay up-to-date with new product and feature launches.
4. Review pending orders and specific customer requests to ensure excellent customer service and customer experience.
5. Maintain FAQ articles to keep up-to-date information for customers.
6. Suggest sales process improvements.

Requirements

1. Experienced with 1-year experience / Fresh graduates can apply.
2. Fluent in English is a must (Mandarin will be a bonus).
3. Able to work at BSD, South Tangerang.
4. Willing to do the work shift: [1st Shift ; 08.00 - 17.00 (WFO Mon-Friday only); 2nd Shift ; 16.00 - 01.00 (WFH); 3rd Shift ; 00.00 - 09.00 (WFH)].
5. Possess passion in video games (console/mobile/PC).
6. Hands-on experience with CRM systems (Freshdesk).
7. Hands-on experience with knowledge management tools (Confluence, Notion, Bit, ai, etc).
8. In-depth understanding of sales principles and customer service practices.