Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Solutions Indonesia! We're seeking passionate individuals to deliver exceptional service that transforms customers into brand advocates. As a Customer Service Excellence Specialist, you'll be the vital bridge between our innovative tech solutions and our valued clients. Enjoy competitive benefits, continuous training programs, and a dynamic work environment in our Jakarta headquarters.
Tanggung Jawab
- Handle multi-channel customer inquiries (phone, email, chat) with empathy and efficiency
- Resolve complex technical issues while maintaining high customer satisfaction scores
- Document interactions accurately in CRM systems and identify improvement opportunities
- Collaborate with technical teams to escalate unresolved issues and provide customer feedback
- Proactively educate customers about product features and service enhancements
- Maintain service level agreements (SLAs) with first-contact resolution targets
- Contribute to knowledge base development and process optimization initiatives
Kualifikasi
- Diploma degree in Business, Communications, or related field
- Minimum 2 years experience in customer service or technical support
- Fluency in Bahasa Indonesia and English (written/spoken)
- Proficiency with CRM software (Zendesk/Salesforce) and MS Office suite
- Strong problem-solving abilities with analytical thinking
- Calm demeanor under pressure with exceptional conflict resolution skills
- Certification in customer service methodologies (e.g., CCXP) is advantageous
- Experience in SaaS or tech industry preferred