Customer Service Staff (Social Media & Walk-In)

Primary Job Role:

As a Customer Service Representative/Staff, you will be responsible for ensuring customer satisfaction by providing timely and effective customer support. You will primarily handle social media channels and walk-in, with flexibility to rotate across channel as needed. You will work closely with the Customer Service Leader and other team members to achieve the customer service goals of the company.

Job Description:

1. Provide front-line support to customers through social media and walk-in, addressing inquiries and complaints.

2. Open to rotating roles across other channels as needed.

3. Respond to customer inquiries in a timely and professional manner.

4. Identify and assess customer needs to ensure high levels of satisfaction.

5. Resolve customer complaints and provide appropriate solutions within company policies and procedures.

6. Follow up with customers to ensure their issues have been fully resolved.

7. Provide accurate information about the company’s products and services.

8. Collaborate with other teams to ensure timely and effective resolution of customer issues.

9. Maintain accurate and detailed records of customer interactions and transaction.

Job Qualifications:

1. Bachelor’s degree from any major.

2. Proven experience as a Customer Service preferably handle social media and walk-in in the e-commerce, fintech, or banking industry.

3. Strong skills in managing chat flow, handling escalations, recognizing chat patterns, and performing data verification.

4. Familiarity with CRM systems and customer support tools.

5. Excellent communication skills – both verbal and written.

6. Strong problem-solving skills and ability to think quickly under pressure.

7. Able to remain calm and professional in handling difficult or upset customers.

8. High attention to detail and strong multitasking ability.

9. Good time management and task prioritization skills.

Are you ready to be Samiritans?

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We want YOU to make an impact!🌟