Contact Center

PT Brilian Inovasi Gemilang or Montiro.id as brand’s company is a flatform digital automotive in Indonesia. We are seeking a highly-driven, ethical and organized Customer Service Executive to join our growing team. Duties and Responsibilities:

· Open and maintain customer accounts by recording account information

· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Prepare product or service reports by collecting and analysing customer information

· Contribute to team effort by accomplishing related results as needed

· Manage large amounts of incoming calls

· Identify and assess customers' needs to achieve satisfaction

· Build sustainable relationships of trust through open and interactive communication

· Provide accurate, valid, and complete information by using the right methods/tools

· Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

· Keep records of customer interactions, process customer accounts, and file documents

· Follow communication procedures, guidelines, and policies

· Go the extra mile to engage customers

· Resolve customer complaints via phone, email, mail, or social media

· Greet customers warmly and ascertain problem or reason for calling

· Compile reports on overall customer satisfaction

Requirements:

· Proven customer support or contact center experience

· Track record of over-achieving quota

· Strong phone contact handling skills and active listening

· Familiar with CRM systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multitask, prioritize and manage time effectively

· Diploma or equivalent; college degree preferred

· Minimal 1 year experienced