Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusConnect Indonesia! We're seeking a dedicated Senior Customer Service Representative to deliver exceptional support to our growing client base. Enjoy competitive benefits, modern workspace in Jakarta CBD, and opportunities for career growth in a dynamic fintech environment.
Our team thrives on innovation and customer-centric values, offering comprehensive training programs and a collaborative culture that recognizes excellence. If you're passionate about solving customer challenges and driving satisfaction, this is your next career move!
Tanggung Jawab
- Handle complex customer inquiries via phone, email, and chat with exceptional resolution rates
- Proactively identify upsell opportunities for premium service packages
- Maintain detailed customer records in CRM systems with 99% accuracy
- Collaborate with technical teams to resolve escalated service issues
- Conduct regular follow-ups on unresolved cases within SLA timelines
- Analyze customer feedback trends to improve service quality
- Train junior representatives on best practices and product knowledge
Kualifikasi
- Minimum 3 years in B2B customer service with proven KPI achievements
- Fluency in Bahasa Indonesia and English (verbal/written)
- Advanced proficiency in Zendesk and Salesforce CRM platforms
- Experience in fintech or SaaS industries preferred
- Certificate in Customer Experience Management or equivalent
- Strong analytical skills with data-driven decision-making ability
- Exceptional conflict resolution and negotiation techniques
- Ability to work rotating shifts including weekend coverage