NIKEN PALUPI

• Update and maintain the internal knowledge base to ensure accurate and up-to-date information regarding Ongoing promotions, Process and policy changes, and Technical issues and resolutions.
• Track and report usage of knowledge articles to evaluate their effectiveness.
• Led the initiative to implement version control and an article review schedule, ensuring no outdated or duplicate content remained in the system.
• Create and manage forms and reports for monthly quizzes
• Compile process gap documentation for presentations addressing ongoing customer issues

• Responded promptly to customer inquiries via live chat, ensuring a high level of customer satisfaction.
• Assisted customers with product information, troubleshooting, and general inquiries.
• Handled multiple chat conversations simultaneously, while maintaining accuracy and professionalism.
• Escalated complex issues to the related departments or supervisors when necessary..
• Followed company guidelines and procedures to ensure consistent and high-quality service.
• Collaborated with team members to resolve customer issues and improve service efficiency.
• Provided feedback to supervisors regarding common issues and suggested improvements to processes.

• Assisted the Team Leader in handling new hires and supported the trainer by serving as the Person in Charge (PIC) during the incubation sessions.
• Provided guidance to new hires on tasks and areas for improvement.
• Evaluated new hire performance and reported results to the Team Leader.

• Handled inbound calls in English, Bahasa Malaysia, and Bahasa Indonesia.
• Maintained personal and team performance to meet company targets (KPI).
• Worked according to agreed productivity and quality standards.
• Achieved goals in the cross-selling program

- Provided information and solutions to customers via telephone and email

• Conducted outgoing sales calls to prospects and customers in the USA and Australia to promote and sell clients’ products and services.
• Maintained and consistently met or exceeded individual and team sales targets aligned with company goals.
• Collaborated with the sales and support teams to ensure customer satisfaction and timely follow-up.