Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Solutions Indonesia! We're seeking passionate individuals who transform customer interactions into memorable experiences. As a Customer Service Specialist, you'll be the heart of our operations, delivering exceptional support across multiple channels while driving customer loyalty and satisfaction. Enjoy competitive benefits, ongoing training, and a vibrant workplace culture where your voice matters.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat with <95% resolution rate
- Resolve complex technical issues and product complaints using CRM systems
- Proactively upsell products/services during customer interactions
- Document all interactions and maintain accurate customer records
- Collaborate with technical teams to escalate unresolved issues
- Monitor customer satisfaction metrics and implement improvement strategies
- Train new hires on customer service protocols and product knowledge
Kualifikasi
- S1 degree in Business, Communication, or related field
- Minimum 2 years experience in customer service/tech support
- Advanced proficiency in Indonesian and English (written/spoken)
- Expert knowledge of CRM systems (Salesforce preferred)
- Exceptional problem-solving and conflict resolution abilities
- Strong multitasking skills with ability to handle high-pressure situations
- Relevant certifications in customer service management (advantageous)