Customer Satisfaction Executive

Job Scope

Our CSE is running a 24x7 rotating on a weekly basis, You will work shift with a team (3 shifts in a day, include public holiday and weekend) and handle global users & local users (using English and Bahasa). 5 days working & 2 days off. Therefore, we are looking for someone who is fluent in English. You will provide support to sales representatives and respond to customer and prospect queries.
- Responsibilities
- Provide troubleshooting assistance for customer orders, account status, and relevant problems
- Provide data and guides to help the sales team
- Stay up-to-date with new product and feature launches
- Review pending orders and specific customers requests to ensure excellent customer service and customer experience
- Maintain FAQ articles to keep up-to-date information for customers
- Suggest sales process improvements
- Requirements
- Experienced with min 1-year exp/ Fresh graduates can apply
- Fluent in English (Mandarin will be a bonus)
- Able to work at BSD, South Tangerang
- Willing to do the work shift; (1st Shift ; 08.00 - 17.00 (WFO Mon-Friday only); 2nd Shift ; 16.00 - 01.00 (WFH); 3rd Shift ; 00.00 - 09.00 (WFH))
- Possess passion in video games (console/mobile/PC)
- Hands-on experience with CRM systems (Freshdesk)
- Hands-on experience with knowledge management tools (Confluence, Notion, Bit, ai, etc)
- In-depth understanding of sales principles and customer service practices