Customer Care

1. Customer Service and Support

• Respond to customer inquiries and aftersales concerns for various brands across multiple Lines of Business (LOBs), including Social Media, E-commerce platforms, Inbound Calls, Email, and SMS.
• Deliver professional, accurate, and timely assistance while ensuring compliance with the company's customer service standards and service level agreements (SLAs).
• Build positive customer relationships by providing courteous and solution-oriented support.

2. Technical Assistance

• Provide first-level technical support and basic troubleshooting.
• Guide customers through product features, setup procedures, and troubleshooting steps.
• Escalate complex technical issues to the appropriate department when necessary.

3. Aftersales Service Coordination

• Assist customers with repair-related inquiries, including repair status updates, warranty verification, and service request information.
• Coordinate repair appointments, service bookings, and referrals to authorized service centers.
• Monitor ongoing repair cases and proactively update customers on repair progress, turnaround times, and spare parts availability.

4. Customer Complaint Resolution

• Handle customer complaints, escalations, and negative reviews professionally and efficiently.
• Investigate customer concerns, recommend appropriate resolutions, and ensure issues are resolved within established timelines.
• Document customer interactions and resolutions accurately in the company's customer management system.

5. Cross-Functional Coordination

• Collaborate with internal departments, logistics teams, technical support, and authorized service centers to resolve customer concerns and pending service cases.
• Follow up on unresolved issues to ensure timely closure and customer satisfaction.
• Maintain accurate records and reports of customer interactions, service requests, and case resolutions.

Qualifications:

• Graduate of any Bachelor's Degree, Associate Degree, or Vocational Course or any related field.
• Fresh graduates are welcome to apply; experience in customer service, contact center, technical support, or aftersales operations is an advantage.
• Experience supporting consumer electronics, mobile devices, or home appliances is preferred but not required.
• Excellent verbal and written communication skills.
• Strong customer service, interpersonal, and problem-solving skills.
• Basic knowledge of computer applications, including Microsoft Office and customer service or CRM systems.
• Ability to multitask, prioritize workload, and work in a fast-paced environment.