Kevin Haryanto

Customer Service Officer

Banks • Full time

Oct 2021 - Oct 2024 • 3 yrs

In my role as a Customer Service Representative, I served as the frontline of the company, interacting directly with customers on a daily basis. My primary responsibility was to handle inquiries across various channels, such as phone, email, and live chat, ensuring I provided prompt, accurate, and friendly information regarding our products, services, and policies. A crucial part of my job involved problem-solving and resolving complaints. I actively listened to customer issues, calmly de-escalated tense situations, and focused on finding effective solutions to maintain customer satisfaction. I also took the time to educate customers by clearly explaining product features and current promotions so they could fully understand and benefit from our offerings. Beyond direct communication, my daily tasks included processing transactions, tracking orders, managing refunds, and keeping highly accurate records of all customer interactions in the company's CRM system. Whenever I faced complex issues that were beyond my immediate scope, I made sure to escalate them to the appropriate departments, such as IT or logistics, and I always followed up until the problem was completely resolved. Furthermore, I proactively collected customer feedback and satisfaction ratings, which provided valuable insights to help the company continuously improve its overall service quality.