Customer Experience Staff (Social Media)

Tanggung Jawab

Respond promptly and professionally to customer inquiries and feedback on various channels (e.g., Instagram, Twitter, Facebook, WhatsApp, E-mail, TikTok).

• Handle customer complaints with a solution-oriented mindset while following company policies and procedures.
• Manage operations tickets related to product or service inquiries using the company’s platform.
• Accurately log interactions, issues, and resolutions for internal tracking and quality assurance.
• Collaborate cross-functionally with internal teams (e.g., Maintenance, Tech) to resolve customer issues efficiently.
• Proactively escalate complex issues or trends to relevant departments for further action.
• Monitor social media mentions and sentiment to identify opportunities for service recovery or positive engagement.
• Maintain performance metrics including response time, resolution rate, and customer satisfaction score (CSAT).

Kualifikasi

• Minimum 2-3 years of experience in customer care or social media administration, preferably in a fast-paced or customer-centric industry.
• Strong analytical skills to assess customer inquiries and determine the most suitable responses or actions.
• Strong problem-solving skills and the ability to handle difficult or sensitive situations with empathy and professionalism.
• High attention to detail and accuracy in communication and documentation.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and concisely.
• Able to work a shifting schedule including evenings, weekends, and public holidays.
• Proficient in CRM systems, helpdesk systems, support tools, and skilled in Google Sheets.
• A customer-centric mindset with a genuine passion for delivering outstanding service and ensuring customer satisfaction.
• Ability to work collaboratively in a team environment and adapt to a fast-paced, dynamic work environment.