Job Requirements
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Skills
Job description for Customer Service Senior Officer at Nalagenetics
- 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.
- 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.
- 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
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