Customer Service Senior Officer
Skills
Nalagenetics Customer Service Senior Officer 工作職責
Position Overview:
A Customer Service Senior Officer handles inbound and outbound emails, chats, and calls. Your responsibility is to analyze and respond to incoming emails, chats, and calls from the customers, troubleshoot problems, handle complaints regarding the organization’s products or services, follow-up and escalate issues according to its appropriate level, and activate Logistics and/or Test Counseling to complete the order process. You are also responsible for making outbound emails, chats, and calls to set appointments and gather survey data. Additionally, you will be doing QC check of received kits and register order information to applicable internal systems for all orders; and send reports for COVID-19 orders.
Duties and Responsibilities:
- Provide customers with the company’s service and product information.
- Answer emails, chats, and calls from customers professionally and respond to customer inquiries and complaints.
- Route inbound emails, chats, and calls to the appropriate resources.
- Research required information for the customer using available resources (e.g. company website, FAQ list, training deck, internal trackers, internal communication channels, etc)
- Handle and resolve customer complaints regarding product, sales, logistics, operational and customer service problems.
- Follow up complicated customer inquiries where required.
- 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 Office and report to the high-level management.
- Obtain and evaluate all relevant data to handle complaints and inquiries.
- QC check while processing forms, samples, and orders requested by the customers.
- Activate Logistics and Test Counseling where applicable in the ordering process.
- Complete notes and reports as necessary and update them in the internal trackers.
- Record details of comments, inquiries, complaints, and actions taken.
- Manage administration, communicate and coordinate with internal departments.
- Other duties as assigned.
Skills and Specifications:
- Have a customer success mindset
- Fluent in English and Indonesian (verbal and written)
- Technical expert in related computer applications.
- Able to react effectively and calmly in emergencies.
- Able to maintain customer confidentiality.
- Able to analyze and provide solutions to customer.
Requirements:
- High school diploma or Bachelor equivalent.
- Open availability: Monday to Sunday, 08:00-17:00. Shifting based.
- Onsite placement.
- 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 computer skills.
- Good multi-tasking skills.
- Willingness to learn and execute instruction with precision
關於公司
Our name stems from the word Nala, which means the trunk of a tree in Sanskrit (I'm Indonesian, and so is my co-founder Astrid). As genomics application companies become more common, we wanted to create one that drives impact crucial to life and wellbeing, like, well, the trunk of a tree.
Since then, we have partnered with the government of Indonesia to test leprosy patients in Papua, to ensure patients do not suffer from Dapsone Hypersensitivity Syndrome (DHS) when taking medications. We also are preparing for pilots with hospitals by the end of this year. We are venture-backed and closely working with Singapore's A-STAR.
You may still think, yet another genetics/healthtech company. What makes us different?
- Our focus in pharmacogenomics (one vertical) rather than a platform play
- Our commitment to building the largest database of safety and efficacy of prescription in Asia to truly build a knowledge base that is built from the ground-up
- Our commitment to work with clinicians, rather than "disrupting" or "replacing" them
I have no idea what perks we have in the company yet, but if something makes you really happy, we'll try to invest in it.
公司地址
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