Deskripsi Pekerjaan
Join NexusConnect Indonesia's award-winning customer experience team! We're seeking a dynamic Customer Service Specialist to become the voice of our brand and elevate client satisfaction to new heights. This role offers competitive compensation, comprehensive training, and career growth in Indonesia's leading tech ecosystem.
Why NexusConnect? Our culture thrives on innovation, collaboration, and employee development. Enjoy modern workspaces, flexible benefits, and the opportunity to impact millions of lives through exceptional service.
Tanggung Jawab
- Deliver empathetic, multi-channel support (chat, email, phone) to resolve customer inquiries within SLA targets
- Proactively identify upsell opportunities while maintaining focus on core service delivery
- Document interactions in CRM systems with precision and maintain customer data hygiene
- Collaborate with product teams to provide actionable customer feedback for service improvements
- Maintain 95%+ customer satisfaction score through personalized problem-solving approaches
- Master company products/services through continuous learning modules
- Participate in cross-departmental initiatives to enhance service workflows
Kualifikasi
- Minimum 2 years experience in high-volume customer service roles
- Fluency in Bahasa Indonesia and professional English proficiency
- Proven track record in conflict resolution and de-escalation techniques
- Advanced proficiency in CRM platforms (Zendesk/Salesforce preferred)
- Strong analytical skills with data-driven decision-making ability
- Adaptability to fast-paced tech environment and evolving customer needs
- Certification in customer service methodologies (e.g., CCXP, HDI) is advantageous
- Exceptional time management with ability to handle multiple priorities