Indonesian speaker - Customer Service with Sales ( Job Location : Kuala Lumpur)

Customer Service with Sales

We are seeking a knowledgeable and passionate individual to join our team as a Customer Service Representative with a focus on sales. The ideal candidate will have a strong understanding of leading social media products and community standards, along with excellent interpersonal, verbal, and written communication skills. Empathy and a customer-centric approach are essential.

Key Responsibilities:

1. Customer Support:
   • Provide support through various channels, including online chat, emails, instant messaging, and phone calls.
   • Act as a point of contact to provide consultative support on advertisers' and agencies’ accounts.
   • Troubleshoot and resolve complex cases, ensuring high levels of customer satisfaction.
   • Ensure clients receive the highest level of sales and operational customer service.
2. Advertiser Engagement:
   • Research and compile advertiser requirements, provide guidance on best practices, and apply technology and product knowledge to address business needs.
   • Drive product adoption and educate clients from basics to best practices.
   • Drive advertiser communications and technical issue resolution by providing guidance and optimization suggestions through inbound and outbound calls.
3. Sales and Revenue Generation:
   • Promote advertising opportunities on TikTok products based on process and procedure.
   • Execute structured multi-channel outreach (call, email, instant messaging) with approximately 80+ interactions daily.
   • Target predefined lists of clients or company-sourced prospects, including decision influencers and limited business decision-makers.
   • Deliver client-defined messaging for consistent and repeatable execution. Focus on single offerings specific to the target audience.
   • Identify high-value opportunities and encourage advertisers to increase investment in advertising using the client’s platforms.
4. Operational Excellence:
   • Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
   • Liaise with cross-functional teams on structuring and executing operational and strategic services and programs.
   • Analyze the performance of priority accounts and create optimization actions, including account up-selling, creative tips, and bidding/budget/targeting recommendations.
5. Qualifications:
   • Strong background or interest in the customer service industry with exposure to cross-selling, inside sales, retention, or marketing.
   • Strong understanding of social media platforms and features. Past experiences with social media organizations are a plus.
   • Must be IT savvy and familiar with Microsoft and Google tools and applications.
   • Language proficiency in English (default) and targeted language must be B2 and/or above.
   • Minimum certification of a college degree in any discipline. Any additional certifications or achievements are a plus.
6. Core Competencies:
   • Attention to Detail: Ability to quickly identify problems and provide solutions or escalate as needed, balancing customer satisfaction with service standards.
   • Customer-Centric: Maintain a positive and professional attitude towards customers, with sensitivity to their emotions.
   • Quality Focus: Initiate activities to enhance service quality and promote customer satisfaction, adhering to set qualitative and quantitative performance indicators.
   • Communication Skills: Strong written and verbal communication skills, using professional business language in English and targeted languages.
   • Sales Skills: Consistently execute core messaging strategy, navigate to decision makers, and establish clear next steps.
   • Industry Knowledge: Solid understanding of the target industry, able to deliver provided messaging on client solutions.

Job Type: Full-time

Education:

• S1 (Preferred)

Experience:

• Sales, Telemarketing, Digital Marketing: 1 year (Required)

Language:

• English (Required)
• Indonesia (Required)