Customer Service Executive

Job Scope

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 and local users (using English and Bahasa). This role entails 5 days of work and 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

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

Requirements

• Experienced with a minimum of 1 year of experience / Fresh graduates can apply.
• Fluent in English (Mandarin will be a bonus).
• Able to work at BSD, South Tangerang.
• Willing to work shifts: 1st Shift: 08:00 - 17:00 (WFO Mon-Friday only); 2nd Shift: 16:00 - 01:00 (WFH); 3rd Shift: 00:00 - 09:00 (WFH).
• Possess a passion for video games (console/mobile/PC).
• Hands-on experience with CRM systems (Freshdesk).
• Hands-on experience with knowledge management tools (Confluence, Notion, Bit, ai, etc).
• In-depth understanding of sales principles and customer service practices.