Job Requirements
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Skills
Job description for Customer Service Support (JKT Indonesia Onsite) at SourceSage
- Ensure customer’s satisfaction through feedback and solution..
- Responding promptly to customer’s inquiry
- To serve and communicating with customer through various channels (via email, in app, phone call, live chat, etc.)
- Able to analyzing problem, give suggestions, follow up customer’s complaints and play an active role to improve the service quality.
- Track customer’s complaint and resolved accordingly .
- Inform customer in case of website maintenance or any problems occurred.Convert inactive buyers into active buyers in each large company by providing personalized service, and tapping on untapped budget in each company (which has already connected with Sourcesage)
- Work with the Ops Team to keep clients updated on status of order, payments, deliveries. Ensure timely and efficient fulfilment and exception case handling for customer satisfaction
- Work with Ops Team and Product Team to get the best deals/products from different marketplaces
- KPIs: (a) Total Spend from new buyers activated, (b) No. of POs,
- Looking to help build a team to establish strong fundamentals to convert inactive buyers to active recurring buyers in each MNC.
- Experience 1-3 years in customer service field or similar
- Should have experience in using Zendesk system and/or other enterprise customer service software
- Ability to analyze data on Zendesk
- Meticulous in tracking & resolving ticketing issues within the SLA
- Have initiative to chase for issue resolution internally
- Good communication skill and teamwork
- Good written English capability, also clear articulation & good communication in Bahasa Indonesia & English
- Customer service orientation
- ·Problem-solving mindset
- Strong engagement and communication techniques with clients
- Self-starter, independent and a team player
- Familiarity with B2C/B2B ecommerce
- Experience with shopping via different ecommerce sites
- Meticulous and Detailed, Organized and Logical
- Comfortable to talk to buyers over phone or email
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