Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexa Solutions Indonesia, a leading fintech innovator. We're seeking passionate individuals to deliver exceptional support to our growing client base across Southeast Asia. Enjoy competitive benefits, career growth opportunities, and a vibrant workplace culture in Jakarta's central business district. Be part of a company that values your development and empowers you to make a real difference in customers' lives.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat with professionalism and empathy
- Resolve complex technical and billing issues using CRM systems and knowledge bases
- Document interactions accurately in Salesforce and contribute to process improvement
- Collaborate with technical teams to escalate unresolved issues and ensure timely resolution
- Meet/exceed performance metrics including CSAT scores, first-contact resolution, and average handling time
- Proactively identify upsell opportunities for premium services
- Participate in ongoing training to enhance product knowledge and soft skills
Kualifikasi
- Minimum 1 year experience in customer service or support role
- Fluency in Bahasa Indonesia and English (written and spoken)
- Proficiency with CRM tools (Salesforce preferred) and MS Office suite
- Strong problem-solving abilities with attention to detail
- Exceptional communication skills and emotional intelligence
- Ability to work rotating shifts including weekends
- High school diploma; bachelor's degree preferred
- Experience in fintech or SaaS industries is advantageous