CX Specialist

Customer Experience · Jakarta, Jakarta
Department Customer Experience
Employment Type Full-Time
Minimum Experience Mid-level

Company Overview


Style Theory is a Fashion-Technology company that is redefining Fashion Consumption. We believe that there is an inefficiency in the way we consume fashion today and are on a mission to provide a smarter solution.

We are currently Southeast Asia's largest and fastest-growing Circular Fashion startup. Our core product is Fashion Rental Subscription using a “Netflix-for-Fashion” model, the first and only of its kind in the region. Today, we are focused on building more products to improve Fashion Consumption and driving these solutions across the region.   


Job Summary


We are looking for a Customer Experience Specialist to assist our customers with all the queries including technical problems when using our products and services.
Customer Experience Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.


Responsibilities


  • Respond to customer queries in a timely and accurate way, via email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with your managers
  • Assist in training junior Customer Support Representatives

Requirements


  • Experience as a Customer Experience Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools, Freshdesk, Whatsapp
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • Commit to working odd hours on weekdays and weekends

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  • Location
    Jakarta, Jakarta
  • Department
    Customer Experience
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level