Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Solutions Indonesia! We're seeking passionate individuals who transform customer interactions into loyalty opportunities. As a Customer Service Excellence Specialist, you'll be the face of our brand, delivering exceptional support that turns satisfied customers into brand advocates. Enjoy competitive compensation, comprehensive training programs, and a dynamic work environment in our Jakarta headquarters.
What we offer: Health insurance, performance bonuses, career advancement pathways, and monthly team-building activities. Work with cutting-edge CRM systems while making tangible impacts on customer satisfaction metrics.
Tanggung Jawab
- Handle complex customer inquiries via phone, email, and live chat with 98% resolution rate
- Proactively identify upsell/cross-sell opportunities during customer interactions
- Maintain detailed CRM documentation with 100% accuracy
- Collaborate with technical teams to resolve escalated issues within 24 hours
- Analyze customer feedback patterns to improve service protocols
- Maintain monthly CSAT score above 90% and response time under 3 minutes
- Train new team members on service excellence standards
Kualifikasi
- S1 degree in Business, Communications, or related field
- Minimum 2 years B2B customer service experience in SaaS industry
- Advanced proficiency in Zendesk and Salesforce CRM platforms
- Native Bahasa Indonesia with fluent English communication skills
- Proven track record of exceeding customer satisfaction targets
- Strong conflict resolution and de-escalation techniques
- Data analysis experience with customer metrics reporting
- Relevant certifications in customer experience management preferred