Deskripsi Pekerjaan
Join NexusConnect Indonesia's award-winning customer experience team! We're seeking a dynamic Customer Service Excellence Lead to revolutionize our client interactions. As the frontline ambassador of our brand, you'll transform service into an unforgettable journey, turning every challenge into an opportunity for growth. Enjoy competitive compensation, comprehensive training, and a vibrant workplace culture that celebrates innovation.
At NexusConnect, we believe exceptional service isn't just a department—it's our DNA. With over 500,000 satisfied clients across Southeast Asia, we're redefining industry standards through technology and human-centric approaches. Your expertise will directly impact our Net Promoter Score (NPS) and customer retention strategies.
Tanggung Jawab
- Develop and implement innovative service protocols exceeding industry benchmarks
- Lead cross-functional teams to resolve complex customer escalations within 24 hours
- Analyze customer feedback patterns to drive service improvements and product enhancements
- Train and mentor 10+ service representatives on emotional intelligence and de-escalation techniques
- Collaborate with product teams to identify service gaps and feature opportunities
- Monitor KPIs including CSAT, FCR, and response time using Salesforce and Zendesk
- Create monthly service performance reports with actionable insights for leadership
Kualifikasi
- Minimum 3 years in leadership roles within BPO or tech customer service
- Fluency in Bahasa Indonesia and business-level English (written/spoken)
- Advanced certification in Customer Experience Management (CCXP) preferred
- Expertise in CRM platforms (Salesforce, Zendesk) and analytics tools
- Proven track record of improving CSAT scores by 20%+
- Exceptional conflict resolution and stakeholder management skills
- Ability to thrive in fast-paced environments with competing priorities