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Customer Experience Agent

We are seeking a customer-focused and positive Customer Experience Agent who can take end-to-end ownership of assigned customer inquiries and complaints. The ideal candidate will deliver prompt resolutions through our sales and communication channels, ensuring a positive experience for our customers.
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OBJECTIVE

Provide excellent customer service and administrative support for both website and e-commerce platforms, ensuring prompt and professional responses to inquiries, orders, complaints, and maintaining customer satisfaction.

RESPONSIBILITIES

  1. Follow company guidelines and procedures for communications with minimal supervision
  2. Respond and manage customer inquiries via communication channels such as Email, WhatsApp Business, Social Media, and other mediums.
  3. Recommend possible products to meet the customers’ needs
  4. Handling customer complaints, providing appropriate solutions, and offering alternatives in accordance with the Standard Operating Procedures (SOP) within specified time limits
  5. Keep records of customer interactions, process customer accounts and file documents
  6. Refer issues and questions to managers if necessary
  7. Prepare a monthly reports by gathering data collected during customer interactions
  8. Responding to customer message and processing orders/transactions on website and e-commerce platforms
  9. Responding to customer reviews on website and e-commerce platforms
  10. Upload and update products on each marketplace platform.
  11. Collaborate with marketplace representatives for store management during transaction issues, delivery problems, and specific marketplace promotions.
  12. Take the extra mile to engage customers.

REQUIEREMENTS

  1. Intermediate to advanced level of English fluency in both spoken and written.
  2. Problem analysis and problem-solving ability
  3. Ability to manage priority effectively
  4. Ability to stay calm and composed when handling customer related issue
  5. Having good product knowledge
  6. Familiarity with CRM system

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If that sounds like you, send your resume to work@lbbjkt.com with the subject “VACANCY - CXA - Your Name".