Advisor I, Chat Support - Yogyakarta

at  Concentrix

Job Title:
Advisor I, Chat Support - Yogyakarta

Job Description

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Maintain basic knowledge of client products and/or services
• Track, document and retrieve information in call tracking database
• Coordinate with relevant stakeholder to validate complaints and evaluate options to remedy these complaints.
• Reviews the underlying facts of the complaint, determines an appropriate solution, and response to the customer on timely manner.
• Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company’s policy regarding complaints.
• Exercises a large degree individual discretion and judgement.
• Tracks complaints and makes recommendations to management designed to reduce the number of complaints.

Candidate Profile.

• Diploma or above with minimum 6 months of work experience
• E-commerce platform, Complaint Resolution, customer service, after-sales consulting related work experience is preferred.
• Proficient in English language (Speak, Read and Write capability)
• Familiar with computer operating system and Office software
• Experience in Call/ Chat Servicing is added advantage
• Have logical reasoning and customer empathy

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in chat/call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff