Aat Nursih

Experience

• 

  PT. Smart Tech Tex

  Jul 2017 - Aug 2019

  Admin Sales

  Create and process sales orders, price quotations, and inventory reports (daily, weekly, and monthly).• Conduct stocktaking and generate summary reports to assist in inventory management.• Follow up on overdue payments and ensure timely collection of outstanding invoices.• Maintain accurate records of transactions and update the database with the latest customer and product information.

• 

  Shopee Indonesia

  Jun 2020 - Oct 2022

  Agent Live Chat

  PT. Shopee• Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume• Actively maintained and updated customer accounts in CS inhouse.• Quickly triaged incoming chat, and escalated when necessary, reducing the average time to resolution by 5 minutes.• Actively worked to display a courteous and empathetic attitude to customers, resulting in a CSAT score 95 Promptly handled an average of 200 chat customer inquiries and complaints per day with a 95% customer satisfaction rate.• Documented customer interactions to reduce duration time by 15 minutes when new customer service representatives interact with customers.• Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers. Show less

• 

  GoTo Logistics

  Jan 2023 - Nov 2023

  Agent Seller

  PT. GoTo Logistic• Respond to customer inquiries and technical support requests via phone, email, and live chat in a prompt and courteous manner.• Offer troubleshooting and diagnostic support for hardware, software, and account-related issues.• Accurately document customer issues, solutions, and feedback in the support system.• Escalate complex or unresolved issues to senior technical support teams, ensuring proper follow-up and resolution.• Keep customers informed of the status of their requests and ensure a high level of satisfaction.• Collaborate with internal teams to identify and resolve systemic issues affecting customer service. Show less

• 

  Prakerja

  Jan 2024 - Dec 2024

  Customer Service Agent

  Live Chat​Prakerja• Handle user complaints through the Live Chat channel in a professional and timely manner.• Conduct outbound customer calls to follow up on unresolved issues or provide additional information.• Provide timely updates to customers regarding the progress of their issues.• Ensure accurate and detailed documentation of all customer interactions in the system.• Stay informed on product updates, company policies, and service offerings to provide comprehensive support.• Proactively identify areas for improving the customer experience and communicate feedback to the relevant teams. Show less