Responsibilities;
Ensure The Highest Levels Of Customer Service In a Collaborative Environment With a Keen Focus On Helping Customers Resolve Issues And Problems And Be Successful, Happy Users Of Our Product And Services
Promptly pick-up inbound customers’ enquiries and requests coming through phone calls, emails, enquiry form, online chat, to ensure low duration of wait-time and call-abandonment rate.
Provide support for desktop and mobile devices environments remotely or in-person if needed.
Leverage on and recommend online customer resources like help centre articles and tutorials, to promote self-help where appropriate
Troubleshoot, or escalate issues as appropriate, in a timely manner, while communicating clearly and proactively throughout the customer’s experience until issues are resolved.
Review ticket backlog to ensure they are kept to a minimum and take necessary actions with cross-functional teams to seek resolution of user issues.
Utilize professional communication skill and conflict management skill to manage a variety of customers in an efficient and accurate manner.
Proactively initiate and perform outbound customer communications in a timely manner, including service outages/recovery/phishing alerts.
Collaborate with product and marketing teams in executing outbound customer touchpoint and success support programs.
Ensure accurate, complete and timely recording, documentation and closure of tickets.
Observe and comply with PropertyGuru’s customer engagement/service policies and procedures
Learn, apply and grow your knowledge of customer service best practices, and products and services.

Knowledge, Skills and Attributes;
2+ years’ experience in customer service and support
Strong interpersonal and communication skills with a passion for customer advocacy
Self-driven and achievement-oriented
Creative and resourceful in overcoming challenges with a remarkable amount of patience
Conscientious and attentive to details, especially when it comes to documentation and following up on issues
Interest in technology and tools that enhances efficiency and productivity
Team-player with the ability to multi-task
Adaptable to fast-paced and challenging work situation
Must be proficient in written and spoken Bahasa, English skills a plus
Proficiency with Microsoft Office Suite
Experience in utilization of customer service operational tools (CRM, ticketing system)
Experience in online marketplace or e-Commerce environment preferred
Experience in executing outbound customer touchpoint initiatives a plus
Experience in sales lead generation through customer servicing a plus

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