Lowongan Kerja Bali Posisi Customer Service Representative di PT Quiksilver Indonesia

Info Loker

Perusahaan	PT Quiksilver Indonesia
Posisi	Customer Service Representative
Tempat	Bali
Jenis Pekerjaan	Kontrak
Spesialisasi Dibutuhkan
Gaji Min	Rp. 6.075.000
Gaji Max	Rp. 6.575.000

POSITION SUMMARY:

Strong dedication to helping customers resolve issues and cultivating a positive image of the company. A key multi-skilled, customer service position that provides essential support operations to our customers via email and chat for various brands in the Boardriders family.  Providing exceptional service and a genuine brand experience during every interaction. This position requires multi-tasking, prioritization and high quality of work.  Tasks include; email, chat, order entry, returns, warranty, fraud review, customer service administration tasks as assigned.

KEY RESPONSIBILITIES :

Main Responsibilities

• Assist customers via email, and live chat in a timely and polite manner to provide top tier service in fulfilling the customers’ needs.
• Resolve daily customer queries such as returns, warranty, fraud review, chargebacks, website administrative functions, identifying and reporting website issues, orders, returns, delivery status, exchanges, instore returns, Click & Collect queries and incidents and other customer service tasks as assigned.
• Research and follow-up on outstanding orders and shipments
• Assert excellence in Omni-channel customer service, extending from thorough product knowledge, founded website navigation, and instore retail operational awareness.
• Must be able to troubleshoot and own issue resolution through to completion.
• Identify and report website, marketplace and B2B site issues 
• Listen to customer issues and questions and provide meaningful solutions, including self-service options
• Participate in outbound call campaigns as needed including Sales initiatives.
• Ability to work within a team environment and fit in with the strong culture and live the brands we represent
• Follow all Workplace Health and Safety Policy and safe work practices.
• Report any hazards, incidents, injuries or ‘near misses’ to your manager or Safety Team Member as soon as possible after the event.
• Participate in consultation and training on safety and security issues in your work area.

Other

• Other tasks may be assigned from time to time which contribute to the overall success of the company

KEY MEASURABLES : 

• Meet and exceed key performance indicators (individual productivity, average handle time, service level, quality assurance percentage, adherence to schedule)
• Prompt, accurate and helpful customer service across all brands, marketplaces and banner sites
• Customer sentiment and survey requests 
• Provide feedback and optimization on customer service improvements and opportunities.
• Delivering SLA’s attached to Marketplace and external requirements
• Cross-functional reporting and deliverables.

WHO ARE WE LOOKING FOR :

• Proficiency in understanding and effectively utilizing written and verbal English
• Understanding of customer service-related concepts
• Awareness of Digital Commerce and warehouse distribution fundamentals
• Excellent verbal and written communication skills
• Experience in a Call Center preferred
• Customer resolution focused 
• Strong decision making
• Experience in high volume fast pace setting
• Providing calm customer service

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Info Perusahaan

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