Deskripsi Pekerjaan
Join TechSolutions Indonesia as a Customer Service Excellence Specialist and become the voice of innovation! We're seeking passionate individuals to deliver exceptional customer experiences while driving our digital transformation mission. Our Jakarta-based team thrives on problem-solving and creating lasting client relationships in Southeast Asia's fastest-growing tech ecosystem.
As a key member of our CX team, you'll leverage cutting-edge CRM platforms and AI-powered tools to resolve inquiries with precision and empathy. Enjoy competitive benefits, continuous skill development programs, and a vibrant workplace culture where your contributions directly impact our growth trajectory.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve technical product issues using knowledge base and escalation protocols
- Document interactions in CRM system with 100% accuracy and timeliness
- Proactively identify upsell opportunities based on customer needs analysis
- Collaborate with technical teams to resolve complex product issues
- Contribute to process improvements through monthly performance reviews
- Maintain SLA compliance with <15 minute average response time
Kualifikasi
- Min. D3 degree in Business/Communications or equivalent experience
- 2+ years in customer service with tech industry background preferred
- Fluent in Bahasa Indonesia and English (written/spoken)
- Proficient in Zendesk/Salesforce and MS Office Suite
- Certificate in Customer Service Management (additional advantage)
- Strong analytical skills with data-driven decision making ability
- Adaptability to flexible work schedules including weekend rotations
- Passion for technology and continuous learning mindset