Job Purpose:

As Customer Service Agent, your mission is to provide outstanding support and service to our customers via online platforms and phone. You will be the first point of contact for our customers, addressing inquiries, resolving issues, and ensuring a seamless shopping experience. Your excellent communication skills and customer-centric approach will be crucial in maintaining our reputation for excellent customer service.

Key Responsibilities:

1. Customer Assistance: Respond to customer inquiries via online chat, email, and phone calls in a timely and professional manner. Provide accurate information about products, services, and order statuses.
2. Issue Resolution: Handle customer complaints and issues with empathy and efficiency. Strive to resolve problems on the first contact and ensure customer satisfaction.
3. Product Knowledge: Maintain a thorough understanding of EIGER’s products and services. Stay up-to-date with new arrivals, promotions, and company policies to provide accurate information to customers.
4. Order Management: Assist customers with placing orders, tracking shipments, and processing returns or exchanges. Ensure that all orders are processed accurately and promptly.
5. Customer Feedback: Gather and relay customer feedback to relevant departments to help improve our products, services, and overall customer experience.
6. Sales Support: Identify opportunities to upsell or cross-sell products based on customer needs and preferences. Contribute to achieving sales targets through excellent service.
7. Documentation: Keep detailed records of customer interactions, transactions, comments, and complaints. Ensure that all information is accurately entered into the customer service database.
8. Team Collaboration: Work closely with other customer service agents and departments to ensure a cohesive and efficient customer service experience.

What you will Need to Succeed :

• High school diploma or equivalent; college degree preferred.
• Proven experience in customer service, preferably in retail or e-commerce.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to think on your feet.
• Empathy, patience, and a positive attitude when dealing with customers.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using customer service software, online chat tools, and Microsoft Office Suite.
• Passion for fashion and a keen interest in EIGER’s products and brand.
• Work from Office in PT Eigerindo MPI Head Office