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Risky A. — Senior Customer Service Lead from Indonesia

Risky A.

Senior Customer Service Lead

Indonesia 6+ years
Open to offersNew to Platform
Languages
EnglishIndonesian
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About

Risky A. is a seasoned Customer Service Lead with over a decade of experience in high-pressure call center environments, showcasing proficiency in managing diverse customer inquiries and delivering exceptional service. Currently serving as a Service Desk Specialist at Pure Data Centre Group in Bekasi, Indonesia, Risky is the initial contact for customer interactions across Europe, the Middle East, and Asia, upholding an impressive 95% customer satisfaction rate. At Cipta Kreasi Wood Industry, Risky led a team ensuring prompt resolution of backend tickets on platforms like Amazon and Wayfair and coordinated complex issue resolutions with U.S. warehouses. With native proficiency in English and Indonesian, and a robust skill set that includes Conflict Resolution, SLA Management, and CRM tools like Oracle and DSC, Risky emphasizes effective communication and retains a strong track record of identifying and resolving customer pain points, vital to maintaining operational excellence in competitive environments.

Experience

  • Service Desk Specialist

    Pure Data Centre Group · 2023 — 2026
    Acted as the first point of contact for customer inquiries and service requests, maintaining professionalism in communications. Responded to chat, email, and telephone inquiries from internal stakeholders and external customers across multiple regions. Managed incidents throughout the Incident Management lifecycle, ensuring compliance with Service Level Agreements (SLAs). Monitored progress of service requests, created maintenance reminders, and coordinated service requests for change approval.

  • Customer Service Lead

    Cipta Kreasi Wood Industry · 2023 — 2023
    Supervised the Customer Service Team, addressing customer complaints and queries via phone and email. Managed backend tickets from various e-commerce marketplaces, ensuring timely resolution. Collaborated with Quality Control and Production teams to identify and address root causes of customer issues. Conducted internal meetings to discuss performance and customer experiences, maintaining high customer service standards.

  • Customer Service Specialist

    Cipta Kreasi Wood Industry · 2022 — 2022
    Served as the primary contact for customer claims through phone and email communications. Managed over 50 tickets daily from various marketplace platforms and tracked recurring customer complaints to develop prevention mechanisms. Escalated cases for damaged products and ensured satisfactory resolution. Maintained Oversight of Shopify accounts and addressed customer queries, conducting follow-up calls to ensure customer satisfaction.

  • Customer Support Specialist

    Infomedia Nusantara (Telecommunication Call Center) · 2013 — 2021
    Processed over 70 backend tickets daily using Network Operation Automation Software and escalated complex issues as needed. Ensured compliance with service level agreements while maintaining high-quality records. Managed customer refund requests and conducted troubleshooting of issues related to voice, data, and roaming services.

  • Call Center Specialist

    Infomedia Nusantara (Telecommunication Call Center) · 2007 — 2013
    Handled a minimum of 100 inbound customer calls, focused on achieving First Contact Resolution through effective diagnosis and solution provision. Documented interactions in the CRM and managed escalated support tickets. Assisted customers with activating packages, billing inquiries, and potential product upgrades while maintaining compliance with service standards.