Customer Service Officer

Full-time other-general

Responsibility :

1. Providing accurate information regarding product specifications, availability, pricing, and compatibility for Advan products (Laptops, Tablets, Smartphones, Smartwatches, etc.) via chat (TikTok/Shopee/Live Chat).
2. Receiving and resolving customer complaints related to product defects, shipping delays, or item discrepancies in a professional manner in accordance with applicable SLA procedures.
3. Guiding customers through basic technical troubleshooting steps for Advan products before deciding on service or return arrangements.
4. Identifying and escalating complex issues (such as severe damage or certification inquiries) to the technical, logistics, or compliance teams in a timely manner.
5. Preparing daily/weekly/monthly reports on inquiry trends, complaints, and return/refund processes for team evaluation purposes.
6. Ensuring all individual and team performance metrics are achieved, including Response Time, F...