Freelance Customer Experience

Base

Base

Customer Service
Posted on Tuesday, January 30, 2024

Freelance Customer Experience

Department
Customer Experience & CRM
Employment Type
Freelance

Role Overview

The Customer Experience & CRM team spearheads strategies to establish an unforgettable customer experience by responding to customer inquiries, summarizing insight from interaction with our shopper, collaborating with internal teams to optimize customer experience and brand awareness (leave a positive brand image), as well as identifying ways to improve our customer experience.

BASE Pal (Customer Experience team) is looking for enthusiastic, thoughtful, compassionate, and highly motivated solution-oriented thinkers who are passionate about creating an innovative customer experience and building strong relationships with our customers. This position plays a crucial part in the overall online customer experience the company offers.

Responsibilities

  1. Respond to Customer Inquiries: Promptly responding to all inquiries and issues that are coming from multiple CX channels (DTC, email & eCommerce (Tokped, Shopee, Lazada, TikTok Shop), and social media (DM Instagram)), provide clear & accurate information regarding products, orders, and policies (return & refund).
  2. Troubleshoot Issue: Diagnose and resolve customer problems, guide customers to technical processes or troubleshooting steps.
  3. Product Knowledge: Stay informed about product features, provide product recommendations and assistance based on customer needs.
  4. Handle customer complaints: Address customer complaints with empathy and professionalism. Work towards resolution and ensure customer satisfaction.
  5. Up-sell and Cross-sell: Identify opportunities to promote additional products.
  6. Replying to Comments/Tags/Mentions: Engage actively by replying to comments/tags/mentions on social media posts.
  7. Team Collaboration: Liaise with cross-functional teams to ensure customer satisfaction’s gap/issues are plugged.
  8. Gather Monthly Insight: as the face of BASE in front of customers, candidate(s) must be able to provide simple insight from their interactions with the customer. Few examples can be as simple as (1) products that customers ask/look for but we do not have? (2) Biggest complaint topic? etc.
  9. Availability Outside Standard Working Hours: Stand by and work outside regular business hours to handle customer inquiries:
  • A. Saturday - Thursday: 07:00 - 11:00 (total 24hrs/week)
  • B. Thursday - Tuesday: 18:00 - 22:00 (total 24hrs/week)

Requirements

  1. Positive attitude focused on customer satisfaction.
  2. Strong analytical and problem solving abilities.
  3. Excellent communication skills both in oral (Indonesian) and written in Indonesian and English.
  4. Empathetic and patient when dealing with customer concerns.
  5. Tech savvy.
  6. Efficiently manage time to handle multiple customer inquiries simultaneously.
  7. Familiarity with social media platforms.
  8. Team collaboration.
  9. Willingness to learn and adapt.
  10. Interest in skincare and beauty industry.
  11. Min. D3 graduate.
  12. Past related experience may be advantageous.