Customer Success

About Job

At Paper.id, we are seeking a highly motivated and empathetic Customer Success professional to join our team. As a Customer Success agent, you will be the face of our company, providing exceptional support to our customers through various communication channels. Your primary goal will be to ensure customer satisfaction, resolve issues promptly, and build long-lasting relationships with our customers.

This role is ideal for individuals who are passionate about delivering exceptional customer experiences, possess excellent communication skills, and are comfortable working with technology. If you are a team player who thrives in a fast-paced environment and is eager to learn and grow with our company, we encourage you to apply for this exciting opportunity.

Skills & Qualification

1. Minimum education of a D3 in Accounting or a related field.
2. At least 1 year of experience as a customer support agent handling inquiries via live chat, email, and phone, preferably in a startup or tech company.
3. Proficiency with customer support/helpdesk tools like Zendesk, Olark, Zoho, etc., with Zendesk preferred.
4. Excellent verbal and written communication skills with the ability to communicate complex information in a clear and concise manner.
5. Strong customer-oriented mindset and empathy, with the ability to tailor responses to meet individual customer needs.
6. Ability to use Google Suite, especially Google Sheets, and willingness to learn Paper.id products in depth to assist customers effectively.
7. Punctuality, discipline, and flexibility in working hours and availability for shift scheduling.
8. Patience, active listening, and problem-solving abilities in handling customer issues, with a focus on finding solutions and resolving conflicts.

Responsibilities

1. Answer customer inquiries accurately and promptly through available channels (live chat, email, WhatsApp, social media, and phone calls).
2. Identify customer issues and escalate them to the appropriate team/department, ensuring seamless resolution and customer satisfaction.
3. Perform basic checks on customer inquiries using internal tools provided, to ensure accurate and efficient issue resolution.
4. Identify customer needs and gather feedback, to inform product development and improve overall customer experience.
5. Ensure customer satisfaction through a helpful and empathetic approach when responding to inquiries, upholding the company's image and building positive relationships with customers.
6. Explain Paper.id products and processes in a polite and easy-to-understand manner, to educate customers and promote our services.
7. Follow procedures and SOPs in handling customer inquiries, to maintain consistency and quality in customer support.
8. Collaborate with internal teams to resolve complex issues and provide seamless support to customers.
9. Participate in ongoing training and development to improve skills and knowledge of Paper.id products, to stay up-to-date with industry trends and best practices.