Deskripsi Pekerjaan
Join Nexus Connect Indonesia's award-winning customer experience team as we redefine service excellence in Southeast Asia. We're seeking passionate individuals who transform customer interactions into memorable experiences while driving business growth. Our Jakarta-based operations center offers a dynamic, tech-forward environment where your problem-solving skills directly impact our 500K+ active users.
Why Nexus Connect?
- Industry-leading training in emotional intelligence and conflict resolution
- Clear career progression to Team Lead/Training Specialist roles
- Hybrid work policy post-orientation
- Performance-based quarterly bonuses
Tanggung Jawab
- Handle 30+ daily customer inquiries via chat, email, and voice channels with <90s response time
- Resolve complex technical and billing issues using Zendesk and Salesforce platforms
- Document all interactions in CRM systems with 100% accuracy
- Identify upsell opportunities during customer interactions
- Collaborate with tech teams to escalate unresolved issues
- Maintain 95% customer satisfaction score through personalized solutions
- Participate in weekly training workshops on new products/processes
Kualifikasi
- Min. 2 years B2B/B2C customer service experience in tech/ecommerce
- Advanced Bahasa Indonesia and English fluency
- Proficiency in Zendesk, Freshdesk, or similar CRM platforms
- Relevant certification in Customer Relationship Management (CRM)
- Exceptional conflict resolution and de-escalation skills
- Ability to multitask across digital channels without quality drop
- Basic knowledge of Indonesian e-commerce regulations
- Experience in customer journey mapping preferred