Customer Service Admin (Live Chat)

Customer Service Admin (Live Chat)

Job Description

We are looking for a customer-focused and proactive Customer Service Admin (Live Chat) to provide excellent customer support across digital communication channels. The ideal candidate will be responsible for responding to customer inquiries, resolving issues efficiently, processing customer requests, and ensuring a positive customer experience through platforms such as Qontak, LiveChat, WhatsApp Business, email, and other CRM systems.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via Live Chat, Qontak, WhatsApp Business, email, and other digital communication channels.

• Provide accurate information regarding products, services, promotions, pricing, order status, and company policies.

• Handle customer complaints, inquiries, and feedback in a professional and empathetic manner.

• Process customer requests, including orders, cancellations, returns, exchanges, and refunds in accordance with company procedures.

• Record, update, and maintain customer interaction records in the CRM system.

• Follow up with customers to ensure issues are resolved and customer satisfaction is achieved.

• Escalate complex issues to the appropriate department when necessary.

• Maintain service quality by achieving response time and customer satisfaction KPIs.

• Assist with daily administrative tasks related to customer service operations.

• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications

• Minimum Bachelor's Degree (S1) in any discipline.

• Minimum 1 year of experience in Customer Service, Live Chat, Call Center, or a similar customer support role.

• Experience using customer service platforms such as Qontak, LiveChat, WhatsApp Business, or other CRM systems is highly preferred.

• Excellent verbal and written communication skills in Bahasa Indonesia.

• Basic English communication skills are an advantage.

• Strong interpersonal, problem-solving, and conflict-resolution skills.

• Able to multitask and work efficiently in a fast-paced environment.

• Proficient in Microsoft Office (Word, Excel) and computer applications.

• Fast typing skills with high attention to detail and accuracy.

• Customer-oriented, patient, and able to remain calm under pressure.

• Willing to work in shifts, including weekends or public holidays if required.

Preferred Qualifications

• Experience in e-commerce, retail, technology, or service industries.

• Familiarity with CRM systems and customer service performance metrics.

• Experience handling high chat volumes while maintaining excellent service quality.

Key Performance Indicators (KPIs)

• First Response Time (FRT).

• Average Response Time (ART).

• Customer Satisfaction Score (CSAT).

• First Contact Resolution (FCR).

• Resolution Rate.

• Customer Complaint Resolution.

• Chat Handling Productivity.

• Customer Retention and Service Quality.

Benefits

• Competitive salary.

• Performance-based incentives.

• BPJS Kesehatan & Ketenagakerjaan.

• Career growth and development opportunities.

• Professional training and skill development.

• Supportive and collaborative working environment.