job description
Join Fresh Prints as an Operations Associate (Ticket Triage) and play a pivotal role in ensuring seamless customer support and operational efficiency. We are seeking a detail-oriented, analytical, and highly organized professional to review, understand, and route incoming requests with precision and care.
In this role, you will be the first point of contact for resolving customer inquiries, troubleshooting issues, and ensuring timely escalation to the appropriate teams. Your ability to multitask, prioritize, and maintain a customer-centric approach will be key to your success.
Based in the vibrant locations of Bali, this is an excellent opportunity to grow your career in operations while enjoying a dynamic work environment. If you thrive in fast-paced settings and have a passion for problem-solving, we’d love to hear from you!
Responsibility
- Review and analyze incoming customer tickets to determine urgency and appropriate routing.
- Provide timely and accurate responses to customer inquiries via email, chat, or phone.
- Escalate complex issues to the relevant departments with clear documentation.
- Maintain detailed records of customer interactions and resolutions in the CRM system.
- Collaborate with cross-functional teams to improve processes and reduce response times.
- Identify trends in customer inquiries and suggest improvements to enhance service quality.
- Ensure compliance with company policies and service-level agreements (SLAs).
- Assist in training new team members on ticket triage best practices.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Proven experience in customer support, operations, or a similar role.
- Excellent written and verbal communication skills in English.
- Strong analytical and problem-solving abilities.
- Proficiency in using CRM software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
- Ability to work independently and as part of a team in a fast-paced environment.
- High attention to detail and organizational skills.
- Flexibility to adapt to changing priorities and workflows.