Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Solutions Indonesia! We're seeking passionate individuals to elevate our service standards and become the voice of our brand. As a Customer Service Excellence Specialist, you'll transform interactions into memorable experiences while driving customer loyalty.
At Nexus, we foster a dynamic, growth-oriented culture where your contributions directly impact our success. Enjoy competitive benefits, continuous learning opportunities, and a collaborative environment that values innovation and employee well-being.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat with exceptional professionalism
- Resolve complex customer issues with empathy and efficiency, ensuring first-contact resolution
- Document interactions meticulously in CRM systems and identify improvement opportunities
- Collaborate with cross-functional teams to enhance service processes and knowledge bases
- Proactively upsell solutions that align with customer needs while maintaining trust
- Monitor customer satisfaction metrics and implement feedback-driven enhancements
Kualifikasi
- Minimum 2 years of experience in customer service or support roles
- Exceptional Bahasa Indonesia and English communication skills (verbal/written)
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities and emotional intelligence
- Ability to thrive in fast-paced environments with competing priorities
- Customer-centric mindset with track record of exceeding satisfaction targets
- Relevant certification in customer service management is a plus