Customer Service Representative at PalmPay

Salary: Basic - 70k, KPI - (20-100K)

Customer Support via Inbound Channel

• Respond to customer inquiries through call platforms.
• Provide information about products, services, policies, and procedures.
• Assist customers with orders, payments, or account issues.

Problem Resolution

• Identify customer problems and provide solutions.
• Troubleshoot technical or service issues.
• Escalate complex cases to supervisors or specialized teams when necessary.

Multitasking

• Handle call conversations effectively.
• Navigate different systems (CRM, knowledge base, order system) while on call.

Documentation

• Record customer interactions in the system.
• Update customer records and case notes accurately.

Customer Experience

• Maintain a professional, polite, and friendly tone.
• Ensure quick response time and high satisfaction levels.
• Follow company communication guidelines and scripts.

Product/Service Knowledge

• Stay updated on company products, promotions, and policies.
• Use internal knowledge bases to provide accurate answers.

Performance Targets

• Meet KPIs such as:
  • Average handling time
  • Customer satisfaction (CSAT)
  • Resolution time
  • Average talk time.