Deskripsi Pekerjaan
Join our award-winning customer experience team as a Customer Service Specialist at NexaConnect Indonesia! We're seeking passionate professionals to deliver exceptional support across multiple channels while representing our innovative fintech brand. Enjoy competitive compensation, remote work flexibility, and career growth opportunities in a dynamic environment.
Why Join Us? Work with cutting-edge technology, comprehensive training programs, and a culture that values your contribution. We offer hybrid work options (office/remote) and support locations in Jakarta, Surabaya, Kediri, Bekasi, Jogjakarta, Solo, Madiun, Tulungagung, and Gresik.
Tanggung Jawab
- Handle customer inquiries via phone, email, chat, and social media with 95% resolution rate
- Resolve payment and technical issues using CRM tools and knowledge base
- Collaborate with technical teams to escalate complex cases
- Document interactions accurately in Zendesk with detailed notes
- Proactively identify upsell opportunities during customer interactions
- Maintain 98% service level agreement (SLA) compliance
- Participate in weekly coaching sessions to enhance skills
Kualifikasi
- Minimum 1 year customer service experience in fintech or SaaS
- Fluent in Bahasa Indonesia with professional English proficiency
- Proficiency in CRM systems (Zendesk/Salesforce) and MS Office
- Strong problem-solving ability with analytical mindset
- Exceptional communication and conflict resolution skills
- Ability to work flexible hours including weekends
- Certification in customer service management (preferred)