Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Solutions Indonesia! We're seeking passionate individuals who transform every interaction into an exceptional journey. As a Customer Service Excellence Specialist, you'll be the voice of our brand, delivering personalized support that builds lasting relationships and drives customer loyalty.
Our dynamic work environment combines cutting-edge technology with human-centric approaches, ensuring you have the tools to resolve complex inquiries while maintaining empathy and professionalism. Enjoy competitive benefits, continuous learning opportunities, and a culture that celebrates innovation and growth.
Tanggung Jawab
- Handle inbound/outbound customer communications via phone, email, and chat with 95% satisfaction rate
- Resolve technical product inquiries using CRM systems and knowledge bases
- Proactively identify upsell opportunities to enhance customer experience
- Collaborate with technical teams to resolve escalated issues within 24 hours
- Maintain accurate customer records in Salesforce with 99% data integrity
- Contribute to process improvements through weekly feedback sessions
Kualifikasi
- Minimum 2 years in customer service with SaaS/tech industry experience
- Fluent in Bahasa Indonesia and English (verbal/written)
- Advanced proficiency in CRM platforms (Salesforce preferred)
- Certification in conflict resolution or customer psychology (advantageous)
- Proven ability to maintain composure under pressure with 85+ CSAT scores
- Strong analytical skills for troubleshooting complex technical issues