Customer Experience Staff (Social Media)
Role overview
Deskripsi pekerjaan
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).
Tanggung jawab
Responsibilities
- 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)
Yang perlu disiapkan
Job requirements
- 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
Tools
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FIT HUB
Indonesia
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