A Customer Service Officer (All Region) will handle both clients and customers from all regions. Your responsibility is to manage inbound and outbound messages, provide proper information on all company products and services, conduct proper escalation of issues, handle complaints, and process incoming orders according to standard operational protocol. You are expected to always put customer first, go above and beyond to ensure client satisfaction, and meet the KPIs set by the company.
Duties and Responsibilities:
• Follow-up and follow-through clients/customers inquiries on all products and services offered by the company via emails, chats, and calls.
• Route inbound emails, chats, and calls to the appropriate departments.
• Identify and provide solution for level 1 issues.
• Identify and escalate level 2 issues to Reporting Officer.
• Identify and escalate level 3 issues to Reporting Officer and report to the high-level management.
• Follow-up and follow-through clients/customers complaints regarding product, sales, logistics, etc.
• Record details of inquiries, complaints, and actions taken in CRM and other internal trackers.
• Receive and process incoming orders from clients/customers.
• Guide clients/customers on how to use the product where necessary.
• Guide clients/customers on post-sales services.
• Communicate and coordinate well with internal departments to meet client expectations.
• Other duties as assigned.
Skills and Specifications:
• Have a customer success mindset.
• Fluency in English and Bahasa Indonesia (verbal and written).
• Technical expert in related computer applications.
• Able to analyze and provide solutions to customer.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality.
• High school diploma or Bachelor equivalent.
• Open availability: Monday to Friday, 08:00-17:00. Shifting based.
• Hybrid placement where applies.
• 2-3 years of experience in dealing with the customers.
• Experience in pharmaceutical and healthcare industries is an advantage.
• Ability to work with in a team.
• Excellent communication skills, including verbal with proper grammar for Bahasa Indonesia and English.
• Good multi-tasking skills.
• Willingness to learn and execute instruction with precision.