Skill diminta
CommunicationTeamwork
Deskripsi
Tanggung Jawab
About the role
Product Solutions’ main responsibilities include resolving and coordinating a team to resolve customer inquiries related to any technical or non-technical issues that they may have as users of ESB’s products. We look for individuals who lead with
- empathy
- in understanding customer pain points, deliver transparent and
- honest
- solutions, and possess the
- agility
- to adapt and manage team dynamics in a fast-paced environment.
What you’ll do (Responsibilities)
- Provide answers and solutions courteousy and honestly
- for any given technical or non-technical issues related to ESB’s products via messaging channel or phone call.
- Proactively follow up on open tickets with genuine empathy
- to ensure the client’s satisfaction and build long-term trust.
- Handle the ticketing system efficiently
- , tracking each issue with high agility to ensure timely closure.
- Manage and coordinate team schedules
- flexibly to provide better coverage of support (
- Agility
- ).
- Maintain and enforce team service quality
- to ensure alignment with ESB's standard of service.
- Enhance team capabilities
- , fostering a culture of continuous learning, knowledge sharing, and strong teamwork.
- Provide transparent day-to-day reporting
- to managers and suggest product improvements based on authentic customer experiences (
- Honesty
- ).
- Handle complaints, issues, and questions
- calmly and professionally by putting yourself in the customer's shoes (
- Empathy
- ).
- Actively participate in and support
- technical knowledge-sharing sessions.
Kualifikasi
What capabilities you’ll need (Requirements)
Fresh graduates (minimum SMK or equivalent) from any relevant field, especially Accounting, Business Administration, or business-related studies.
- Mid to high savviness in technology and able to explain complex technological terms in a simple, easy-to-understand phrase.
- Good to Excellent communication and problem-solving skills based on transparency and
- honesty
- Calm and professional demeanor, good interpersonal skills, detail-oriented, and able to work effectively under pressure.
- High agility
- —born as a fast-adaptable learner, a natural multitasker, and a strong team player.
- Empathy as a number one virtue
- to truly understand and connect with customer needs.
- Basic knowledge or understanding of Enterprise Resource Planning (ERP) processes.