Customer Service Assistant

Description

Job Summary: The Customer Service Assistant is responsible for receptive customer service, ticket creation and follow-up, demand management via email, and monitoring of customer satisfaction metrics. Key Highlights: 1. Receptive customer service and ticket creation 2. Demand management via WhatsApp and email 3. Monitoring of KPIs and customer satisfaction **Requirements** Completed high school education. Proficiency in Microsoft Office Suite. CRM system knowledge and experience is a plus. Experience in Occupational Medicine is a plus. Customer service experience is a plus. **Position Summary** The Customer Service Assistant is responsible for receptive customer service, ticket creation, WhatsApp-based support, tracking demands in Octadesk (our customer service CRM), responding to customers via e\-mail, coordinating with relevant departments to address and resolve issues, as well as monitoring KPIs and providing daily reporting to management. **Ticket Creation:** Using our CRM, routine or complaint tickets must be created to address customer demands, ensuring timely and appropriate responses within agreed-upon deadlines. **Email-Based Demands:** Receive and respond to customer service requests submitted via e\-mail, with responsibility to reply within 24 hours from receipt time, to keep customers informed. **Monitoring of KPIs and Customer Satisfaction:** Conduct weekly or monthly meetings with customers to improve service quality and delivery performance; after each meeting, generate minutes documenting service interactions and action items with the customer.