Customer Service Operations

Qualifications: 

• Minimum diploma/bachelor degree from any major.
• Have minimum 2 years work experience in Customer Service, Call Center or related position.
• Advanced level of spoken and written both in English and Bahasa Indonesia. Fluent in Chinese is a plus.
• Willing to go for irregular business trips.
• Have good communication and collaboration skills, strong execution, and document writing skills.

Responsibilities: 

• Team collaboration: Collaborate closely with the product operation team, conduct in-depth research from the user's perspective, summarize and analyze user needs, and provide monthly feedback to relevant departments to provide feasible suggestions for project development and effectively promote project implementation.
• Customer service demand management: Promote continuous improvement of Customer Service system functions, delve into user consultation scenarios, promote self-service business functions online, and improve user consultation experience.
• On-site management: Assist Customer Service front-line team management, including member recruitment, training, performance appraisal, rating, elimination, and continuously improve the service level and quality of front-line agents. 
• Knowledge base optimization: Responsible for the maintenance and management of the Customer Service knowledge base, combining business development and product iteration, forming a clear Customer Service SOP, and regularly optimizing robot and manual reply techniques. 
• Problem feedback and resolution: Responsible for following up on team escalation cases and handling emergencies, conducting cross-department communication and handling, and providing guidance and answering questions to the front line.
• Regularly output relevant weekly and monthly reports of the Customer Service department to analyze, evaluate and summarize the achievement of Customer Service OKRs.