Job description for Customer Service Representative at PT Yaoyao Indonesia Info Tech
About Us
YAOYAO Group was founded in 2021 and focusing on home appliance market of South East Asia Countries. The key brand under YAOYAO Group is "Simplus", which is already the Top HA brand of Shopee, Lazada and Tiktok in the regions. With cutting-edge design, exceptional product quality, and a robust global operations network, Simplus is committed to provide "Beautiful Life, Affordable Price" products to the local SEA consumers. Our dynamic online presence includes more than 20 million followers across private domain channels and over 1 billion short video views in Southeast Asia. Since creation, we had proudly serve more than 10M local consumers.
Customer Service Representative
Responsibilities
- Responsible for the live chat communication (pre-sales & after sales)
- Responsible for the maintenance of private messages and comments on the brand's official social media.
- Respond to customer needs and consultation in a timely manner, guide purchases and improve customer retention and conversion of consultation.
- Help customers deal with after-sales problems according to the SOP process and improve customer satisfaction.
- Accurately fill in the customer service work tickets as required to ensure the completeness and accuracy of the work tickets.
- Deeply participate in cross-department / cross-team communication and promote the rapid resolution of various pre sales and after-sales problems.
- Deeply cooperate with the international team, maintain consistency, and continuously improve customer satisfaction.
- To provide fast and timely solutions to all customer related problems, ensure customer satisfaction by providing excellent Customer Services, constantly guided by company's service standards.
- Handle complaint, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Follow communication procedures, guidelines, and policies.
Qualifications
- ABLE TO DO NIGHT SHIFT
- Previous working experience in customer service, or customer service-related fields (i.e. E-Commerce, Telemarketing, Billing, Customer Liaison etc) is an added advantage.
- Ability to create and produce documents very carefully (very important).
- Knowledge in handling basic computer (Microsoft Excel/Word etc).
- Must be proficient in English (listening/speaking/reading/writing), in addition to Bahasa Indonesia.
Values
YAOYAO is a vibrant, youthful, and approachable company. With a flat organizational structure and open communication, we embrace the culture of "Work Hard, Play Harder". Our core values drive everything we do - "1) Result-Oriented, 2) Optimistic, 3) Direct, 4) Supportive, 5) Strive for Excellence". We are seeking for talented individuals to join us on our journey of global market expansion, and to build a long-term career at the dynamic and fast-growing YAOYAO company.
What We Offer
1. Accelerated professional growth within a tier-1 internet new-retail powerhouse.
2. Market-competitive compensation & performance incentives.
3. Clear, merit-based fast-track promotion.
4. Supplemental premium medical coverage.
5. First-hand experience scaling a top-tier home-appliance brand globally.
