Job Description

Position Responsibilities

Primary roles of the job which are measurable and may be used as part of KPIs
- Productivity – is a main qualifier to is a quality metric for assessing a team’s performance, and by default how well a team is managing and enabling the team to deliver. Which contains the sub-qualifier as below:
- First Response Time (Email & Live Chat)
- Resolution Time (Email & Live Chat)
- CSAT AT (Customer Satisfaction Score)
- Quality of Responses (Email & Live Chat)
- Acknowledging and resolving customer complaints promptly.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Follow communication procedures, guidelines, and policies

Secondary roles which support the primary roles above
- To communicate and coordinate with colleagues as necessary.
- To ensure customer satisfaction and provide professional customer support.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
- Learn about the organization’s products or services and keep up to date with changes
- Perform any other special project/ task as assigned by superior/ management
- Provide a solution and improvement plan to support the primary role. 

Job Requirements

 Qualification and Experience

- Candidate must possess at least SPM/Diploma.
- At least 1-2 years of working experience in customer service is required for this position.
- Experiences in Customer Service or Call Center in a fast-paced environment
- Familiar with the F&B industry and having coffee knowledge is a plus point
- Willing to work on shifts, weekends and public holidays.
- Strong computer skills (e.g: Excel)
- Prior experience with Live Chat platforms (e.g: Zendesk, Freshchats, Intercom, etc).
- Computer literate and versed in working with numbers.
- Critical thinking and problem-solving skills.
-Proficiency in English and Bahasa.
- Respond to all enquiries from all official channels (e.g. Live Chat, emails, calls) and register all enquiries.
- Good team player, positive attitude, and eager to learn
- Detail-oriented, meticulous, able to work under pressure in a fast-paced environment.
- Must be an assertive team player with high energy to work in a fast-paced environment.
- Demonstrates the appropriate level of skills to promote company products.
- Well-organized and detail-oriented and able to multitask.
- Independent individual with strong decision-making skills.
- Assist with other ad-hoc duties as and when required.

a Necessity, not a Luxury 

Skills