Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusConnect Indonesia! We're seeking a dynamic Customer Service Excellence Specialist to become the voice of our brand. In this pivotal role, you'll transform customer interactions into loyalty-building moments while working in our state-of-the-art Jakarta headquarters. Enjoy comprehensive benefits including health insurance, performance bonuses, and continuous professional development opportunities.
Tanggung Jawab
- Deliver exceptional customer support via phone, email, and live chat with 95%+ satisfaction rate
- Resolve complex technical issues and product inquiries using CRM systems
- Proactively identify upsell opportunities during customer interactions
- Collaborate with product teams to document feedback and improvement suggestions
- Maintain accurate customer records in Salesforce database
- Contribute to monthly performance analytics reports
- Train junior staff on customer service best practices
Kualifikasi
- Min. 2 years experience in B2B customer service with tech industry
- Fluent in Bahasa Indonesia and English (written/spoken)
- Proficient in CRM platforms (Salesforce/HubSpot preferred)
- Exceptional conflict resolution and de-escalation skills
- Strong analytical abilities with attention to detail
- Relevant certification in Customer Experience Management
- Proven track record in exceeding KPIs
- Ability to work flexible hours including weekends