Customer Operations Assistant

Key Responsibilities:

• Assist and answer customer questions and queries through our existing communication channels i.e phone calls / email / live chat / marketplace chat

• Ensure end to end follow up on customers issue from ticket raised till solution given and case closed.

• Be responding to customers on pre-sales/ after sale service too.

• Pre-sales service - Answering calls from customers or Check and reply emails/live chat from customers with friendly and professional manner.

• Understand customers' query and responds to them with correct information.

• Escalate the ticket to related team/department if further clarification needed.

• Follow up on every ticket with relevant department and ensure customer informed on the progress/solution.

• Convert customer to spend with us thru phone/email/live chat.

• Ensure all documentation of order placement, invoicing and order delivery is done accordingly After Sales service / Customer Feedback / Servicing / Repair / Warranty.

• Answering calls from customers or Check and reply emails/live chat from customers with friendly and professional manner.

• Raise ticket on system and log customers issue (collecting customer particulars, entering information to the system).

• Escalate the ticket to related team/department.

• Follow up on every ticket with relevant department and ensure customer informed on the progress/solution.

Requirements:

• Bachelor degree holder any field.

• Minimum 1 year experience in customer service/social media listening team or live chat environment.

• Must be able to communicate in Bahasa and English.

• Able to manage several conversations at once while still providing the best sales / support possible to customers.

• A Calm and patient person.

• Familiarity with live chat/Marketplace chat/Call center systems (zendesk, livechat, chatbot, etc) is a plus