Deskripsi Pekerjaan
Join NexusConnect's award-winning customer experience revolution as a Customer Service Excellence Specialist! We're seeking passionate problem-solvers to transform customer interactions into loyalty-building moments. Our Jakarta-based team enjoys collaborative workspaces, competitive benefits, and clear career paths in Indonesia's fastest-growing tech ecosystem.
What we offer: Comprehensive training, performance bonuses, health insurance, flexible working options, and monthly team-building activities. Grow with us while making real impact!
Tanggung Jawab
- Deliver exceptional customer support across multiple channels (phone, email, chat)
- Resolve complex issues with empathy and efficiency exceeding 95% CSAT
- Proactively identify opportunities to improve customer journey
- Document cases accurately in CRM systems with zero-error standards
- Collaborate with product team to escalate recurring issues
- Maintain 98% service level agreement compliance
- Contribute to knowledge base development and training materials
Kualifikasi
- Minimum 2 years customer service experience in B2B/B2C environment
- Fluent in Bahasa Indonesia and English (written/spoken)
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Proven conflict resolution and de-escalation skills
- Strong analytical abilities with data-driven problem-solving approach
- Customer-centric mindset with NPS improvement track record
- Ability to work rotating shifts including weekends
- Relevant certification in customer service management preferred