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99.co

Fastest growing property search company in Southeast Asia.

Customer Experience Executive
Jakarta, ID
Job Description / Skills Required

We are looking for a Customer Experience Executive to join our diverse team of people who are passionate about taking the real estate industry into the age of technology through innovation and a desire to solve its multitude of challenges.

What you’ll do :

  • Handle relationship of new agent customers for the first 3 weeks of their membership
  • Ensure high-quality customer experience and product satisfaction
  • Train new agents on our products, both how to use the products and how to increase the performance of their listings
  • Manage troubleshooting on the accounts, including technical issues, customer complaints, or product dissatisfaction
  • Liaise with other teams when necessary to troubleshoot problems, and fix the problems with urgency
  • Utilize customer relation skills to get the agents to upload all of their current listings within the first 2 weeks of their membership
  • Utilize persuasion skills to get the customers to use certain products within the first week
  • Handover the customer to their long-term account manager after 21 days
  • Ensure that the customers fill out a survey on their satisfaction and NPS

Skillsets Required:

  • High Customer Relations skills, namely empathy, patience, urgency and proactiveness.
  • High problem-solving skills.
  • Good phone voice: clear, good articulation, “smile invoice”
  • Experience in customer relations, customer management, or hospitality.
  • Multidimensional thinker – can understand products, sales, and customer relations as well as work well with other departments to make any necessary things happen for the customer.
  • Independent thinker – can think ‘outside the box’ when coming up with customer solutions.
  • Attention to detail and ability to do documentation thoroughly.
  • Willingness to respond to customers on weekends/off days when receiving urgent customer requests.

We apologize in advance – we may only be able to get back to the shortlisted candidate, but we really appreciate every application. We think that is the greatest flattery we could ask for. Thank you!