Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexa Solutions Indonesia! We're seeking passionate individuals to become the voice of our brand and deliver exceptional service that transforms customer interactions into lasting relationships. As a Customer Service Excellence Specialist, you'll be at the forefront of innovation in digital support while working in our modern Jakarta headquarters with competitive benefits and career growth opportunities.
Tanggung Jawab
- Resolve complex customer inquiries through multiple channels (phone, email, chat, social media) with first-contact resolution excellence
- Proactively identify upsell opportunities to enhance customer experience and business growth
- Maintain detailed customer interaction records in our CRM system with 99% accuracy
- Collaborate with technical teams to resolve escalated issues and improve service protocols
- Analyze customer feedback trends to contribute to service enhancement initiatives
- Maintain service quality metrics above 95% satisfaction rate
- Train new team members on customer service best practices
Kualifikasi
- Minimum 2 years experience in customer service or support role
- Fluency in Bahasa Indonesia and English (written and verbal)
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and MS Office Suite
- Exceptional problem-solving abilities with strong emotional intelligence
- Certificate in Customer Service or related field preferred
- Ability to work flexible hours including weekends when required
- Proven track record in meeting/exceeding KPIs
- Experience in B2B SaaS or tech industry highly valued