Deskripsi Pekerjaan
Join our award-winning customer experience team at Nusantara Solutions! We're seeking passionate individuals to deliver exceptional service across multiple channels. As Indonesia's leading digital service provider, we invest in our people through continuous training and career advancement opportunities. Enjoy a vibrant workplace culture with competitive benefits including health insurance and performance bonuses.
What you'll love:
- Modern office space in central Jakarta
- Flexible hybrid work options
- Comprehensive onboarding program
- Clear career progression paths
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and chat with first-contact resolution excellence
- Resolve complex technical issues using our CRM system and knowledge base
- Proactively upsell products/services during customer interactions
- Document all interactions accurately in Zendesk with detailed notes
- Collaborate with technical teams to resolve escalated issues
- Participate in weekly coaching sessions to improve performance metrics
- Maintain 95% customer satisfaction score in monthly evaluations
Kualifikasi
- Minimum 2 years experience in customer service or contact center environment
- Fluency in Bahasa Indonesia and English (both written/spoken)
- Proficient with CRM tools (Zendesk/Salesforce experience preferred)
- Exceptional problem-solving and conflict resolution abilities
- Typing speed of 40+ WPM with 95% accuracy
- Ability to work rotating shifts including weekends
- Relevant certification in customer service management is advantageous
- Strong understanding of Indonesian consumer protection regulations