Deskripsi Pekerjaan
Join our dynamic team as a Senior Customer Support Specialist at TechSolutions Indonesia! We're seeking an empathetic and tech-savvy professional to deliver exceptional customer experiences through multiple channels. In this pivotal role, you'll troubleshoot complex issues, train new agents, and drive process improvements to elevate our service standards. If you thrive in fast-paced environments and possess a passion for problem-solving, this is your opportunity to make a tangible impact.
Tanggung Jawab
- Manage high-priority customer inquiries via phone, email, and live chat with 95%+ resolution rate
- Develop and implement SOPs for escalation protocols and knowledge base documentation
- Train and mentor 5+ junior support agents on product knowledge and soft skills
- Analyze customer feedback trends to identify service gaps and propose solutions
- Collaborate with product teams to report bugs and feature enhancement requests
- Maintain CSAT scores above 4.8/5 and response time under 2 hours
Kualifikasi
- Minimum 3 years experience in technical/customer support roles
- Proficiency in Zendesk, Freshdesk, or similar CRM platforms
- Certification in ITIL or Customer Service Excellence preferred
- Fluent in Bahasa Indonesia and English (verbal/written)
- Strong analytical skills with data interpretation experience
- Ability to de-escalate tense situations and maintain composure
- Experience with SaaS products or fintech services