Deskripsi pekerjaan
Midea Electronics Indonesia mencari Call Center yang fasih berbahasa Mandarin untuk bergabung dengan tim layanan pelanggan di Jakarta Pusat. Peran ini berfungsi sebagai suara perusahaan dalam memberikan dukungan pelanggan yang luar biasa, menangani pertanyaan, menyelesaikan masalah, dan menjaga standar profesionalisme yang tinggi. Tanggung jawab utama mencakup pemantauan laporan B2B RAC, merespons pertanyaan pelanggan melalui berbagai saluran (telepon, WhatsApp, livechat, email), serta berkoordinasi dengan teknisi dan pusat layanan untuk memastikan penyelesaian kasus sesuai SLA. Posisi ini krusial dalam menjaga kepuasan pelanggan dan mencapai target KPI perusahaan.
Tanggung jawab: Monitor all B2B RAC reports from the time the report is received until the case is fully resolved and closed.; Receive and respond to customer inquiries via phone, WhatsApp, livechat or email promptly and professionally.; Coordinate with Service Centers, technicians, and relevant internal teams to ensure cases are resolved within the agreed SLA.; Record customer complaints, service requests, and product inquiries accurately in the designated system (ICS, Omni Latera, or CRM).; Provide product information, warranty details, and troubleshooting guidance according to approved scripts and SOP.; Escalate unresolved or complex cases to the Team Lead BPO or In-house Team Leader as necessary.; Ensure service request data and customer information are recorded completely and correctly.; Follow daily schedule, attendance, and performance standards set by the Team Lead In-house.; Prepare monitoring, administrative, and B2B RAC case progress reports.; Contribute to achieving KPI targets such as SLA, CSAT, AHT, and FCR.; Protect customer data confidentiality in compliance with company and ISO policies..
Tanggung jawab
- Monitor all B2B RAC reports from the time the report is received until the case is fully resolved and closed.
- Receive and respond to customer inquiries via phone, WhatsApp, livechat or email promptly and professionally.
- Coordinate with Service Centers, technicians, and relevant internal teams to ensure cases are resolved within the agreed SLA.
- Record customer complaints, service requests, and product inquiries accurately in the designated system (ICS, Omni Latera, or CRM).
- Provide product information, warranty details, and troubleshooting guidance according to approved scripts and SOP.
- Escalate unresolved or complex cases to the Team Lead BPO or In-house Team Leader as necessary.
- Ensure service request data and customer information are recorded completely and correctly.
- Follow daily schedule, attendance, and performance standards set by the Team Lead In-house.
- Prepare monitoring, administrative, and B2B RAC case progress reports.
- Contribute to achieving KPI targets such as SLA, CSAT, AHT, and FCR.
- Protect customer data confidentiality in compliance with company and ISO policies.
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Rp 8.000.000 – Rp 9.000.000 per month