User And Customer Support

Responsibilities

· 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;

· Create ticket of customer request, question and complaints and distribute the ticket to the product owner/ product representative for preparation of answer and follow up;

· Resolve customer complaints via email and CRM platform.

· Keep records of customer interactions, process customer accounts and file documents;

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution;

· Prepare reports based on the customer interactions and product/service requests;

· Establish translations with customers and third-party providers;

· Ensure that all language modules are up to date and complete across all platforms;

· Update globally available content in our CRM, ERP, and Supply Chain Management apps.

Requirements

· Bachelor’s Degree in related field;

· At least 1 year experience in Customer Service, or Client Co works;

· Technology savvy with knowledge of mobile and web applications;

· Proficient in Office365, especially Excel and PowerPoint;

· Proven Customer Support experience;

· Strong phone contact handling skills and active listening;

· Familiar with CRM and ERP systems and practices;

· A successful track record in setting priorities, keen analytic, organization and problem-solving skills which support and enable sound decision making;

· Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders;

· Experience with Kanban or other agile approaches is a plus (daily target & outcome oriented);

· Personal qualities of integrity, credibility, and dedication to the mission of Koltiva;

· Fluent in oral and written Bahasa Indonesia and English languages.