Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to inspire the world to start selling, and to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Cho Tot, Laku6, Mudah.my, OneShift, Ox Luxe, Ox Street, and Refash, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments and Sequoia Capital India.
As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen.
About Laku6
Laku6 is the leading AI-first end-to-end electronics recommerce platform in Indonesia where our technology has helped over 500,000 users sell their gadgets directly for cash or via Trade-In with leading eCommerce Partners and in over 1,000 offline retail shops. We believe that making it easier for sellers to sell and safer for buyers to buy used-electronics and smartphones is a critical step to achieving that. Laku6's technology integrated with Carousell’s regional platform of tens of millions of users will make buying and selling used electronics more accessible than ever before for millions of users; this will extend the life-cycle of electronics goods and slow down the growth of e-waste.
Uraian Pekerjaan
- Menjawab pertanyaan dari customer dengan tepat dan cepat via channel yang tersedia (live chat, email, WA)
- Mengidentifikasi kendala yang dihadapi customer dan melakukan eskalasi ke tim/ pihak terkait
- Melakukan pengecekan dasar terhadap pertanyaan customer melalui tools internal yang disediakan
- Mengidentifikasi kebutuhan customer serta mengumpulkan masukkan dari customer
- Memastikan kepuasan pelanggan melalui sikap serta empati yang diberikan saat menjawab pertanyaan
- Menjaga citra perusahaan serta menjalin hubungan baik dengan customer dengan memberikan pelayanan yang maksimal
- Mengikuti prosedur & SOP dalam menangani pertanyaan dari customer
- Menjelaskan produk & proses yang ada di paper.id dengan bahasa yang sopan dan mudah dipahami
- Minimum pendidikan D3
- Min pengalaman 1 tahun sebagai CS yang menangani pertanyaan melalui live chat, email & call. Punya background di startup/ tech company lebih baik
- Fasih dalam menggunakan tools customer support/ help desk seperti Zendesk, Olark, Zoho, dsb (Zendesk lebih diutamakan)
- Menguasai dan mau mempelajari produk paper.id secara mendalam untuk menjawab pertanyaan customer
- Memiliki fleksibilitas dalam jam kerja dan bersedia dijadwalkan secara shift
- Memiliki kemampuan komunikasi verbal & tertulis yang sangat baik
- Memiliki orientasi serta empati pada pelanggan yang sangat kuat
- Memiliki kesabaran, kemampuan aktif mendengarkan serta problem solving dalam menangani kendala customer
- Mampu mengoperasikan google suite (terutama google sheet)
- Disiplin terhadap waktu
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