Contact Center

Deskripsi pekerjaan Contact Center Pt Brilian Inovasi Gemilang

PT Brilian Inovasi Gemilang or Montiro.id as brand’s company is a flatform digital automotive in Indonesia. We are seeking a highly-driven, ethical and organized Customer Service Executive to join our growing team. Duties and Responsibilities:

• Open and maintain customer accounts by recording account information
• 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
• Prepare product or service reports by collecting and analysing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail, or social media
• Greet customers warmly and ascertain problem or reason for calling
• Compile reports on overall customer satisfaction

Requirements

• Proven customer support or contact center experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills