Customer Service Officer (Hitoko Indonesia)

Job description & requirements

🙌🏻 About Us

HiToko is the revolution of omnichannel platform based on SaaS that helps business owners from around Asia to establish their stores in both e-commerce platforms and offline sales channels. HiToko comes up with plenty of services such as Order Management, Stock Management, Product Management, CRM, After Sales System, and Reporting. With one application, all sellers' businesses now can be more efficient in increasing sales and maximizing the value of data analysis through AI. 

💰Salary

Rp 5,500,000 - 6,000,000

👑 Job Role

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Manage large amounts of incoming calls and chat
• Assist with placement of orders, refunds, or exchanges
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Maintaining Customer Retention with paid customer by always touching up
• Compile reports on overall customer satisfaction

⛩️ Requirements

• Min Bachelor Degree in Communication, Communication Science or equivalent
• Having experience as Customer Service min 1 – 3 years, especially in SaaS product
• Familiar with Omnichannel and E-Commerce is Preferable
• Having experience in Live Chat
• Fresh-grad with Internship are welcome
• Excellent communication, presentation skills, problem solving, well being, and positive attitude
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to stay calm when customers are stressed or upset
• Strong phone contact handling skills and active listening
• Target oriented and get used to the target
• Comfortable using computers and Ms. Office
• Fluent in English (Speaking & Writing), Mandarin is a plus

🎁 Perks

• Competitive Salary
• THR / Bonus system
• Transportation
• Paid Maternity / Paternity Leave
• Paid Sick Days

Skills

• Customer Service
• Customer Experience
• Customer Relationship Management

Culture

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