Deskripsi Pekerjaan
Join our award-winning customer experience team at InnovateTech Solutions! We're seeking passionate individuals who turn every customer interaction into a memorable experience. As a Customer Service Specialist, you'll be the voice of our brand, resolving inquiries with empathy and precision while driving customer loyalty. Enjoy competitive benefits, continuous training, and a dynamic work environment in our Jakarta headquarters.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat
- Resolve complex technical and billing issues with first-contact resolution
- Document interactions accurately in CRM systems
- Collaborate with product teams to escalate recurring issues
- Meet/exceed monthly performance metrics (CSAT, FCR, AHT)
- Proactively upsell relevant products during service interactions
- Contribute to process improvement initiatives
Kualifikasi
- Minimum 1 year customer service experience in tech/ecommerce
- Fluent in Bahasa Indonesia and English (written/spoken)
- Proficient with CRM software (Salesforce/Zendesk)
- Exceptional problem-solving and conflict resolution skills
- Ability to work rotating shifts (including weekends)
- Strong attention to detail and data accuracy
- Relevant certification in customer service preferred