Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Indonesia Solutions, where every interaction transforms into loyalty. We're seeking passionate individuals to become the voice of our premium digital ecosystem. As a Customer Service Excellence Specialist, you'll deliver world-class support through multiple channels while driving continuous improvement in our service delivery framework.
Our Jakarta-based operations center offers a dynamic environment with cutting-edge technology and comprehensive training programs. Enjoy competitive compensation, performance bonuses, and clear career advancement paths in Indonesia's fastest-growing tech services sector.
Tanggung Jawab
- Handle high-volume customer inquiries via chat, email, and phone with 95%+ resolution rate
- Proactively identify and escalate complex issues to technical teams with detailed documentation
- Develop personalized solutions for premium clients using CRM and analytics tools
- Contribute to service optimization through weekly feedback sessions and KPI analysis
- Maintain 100% compliance with data security protocols and service SLAs
- Train new team members on product knowledge and service standards
- Implement upselling strategies during customer interactions where appropriate
Kualifikasi
- Minimum 2 years experience in B2B customer service with SaaS or fintech companies
- Fluency in Bahasa Indonesia and English (written and verbal)
- Proficiency in Zendesk, Freshdesk, or similar CRM platforms
- Certificate in Customer Service Management or related field preferred
- Exceptional problem-solving abilities with proven conflict resolution skills
- Ability to maintain composure under high-pressure situations
- Advanced knowledge of Microsoft Office Suite and data visualization tools
- Demonstrated experience with customer satisfaction metrics (CSAT, NPS)