Deskripsi Pekerjaan
Join our award-winning customer experience team! Nexus Global Solutions is seeking a dynamic Customer Service Excellence Lead to transform our client interactions into memorable experiences. As Indonesia's premier fintech innovator, we empower businesses through cutting-edge solutions, and now we need your passion for people to elevate our service standards.
You'll lead a team of 10+ specialists while implementing AI-powered customer journey mapping. Enjoy competitive benefits including health insurance, performance bonuses, and quarterly team retreats to Bali. Work in our state-of-the-art office in Jakarta's business district with flexible hybrid options.
Tanggung Jawab
- Lead and mentor 10+ customer service specialists to achieve 95%+ satisfaction scores
- Develop and implement AI-assisted customer journey optimization strategies
- Analyze complex customer feedback to drive product improvements
- Train team on conflict resolution techniques and empathy-based communication
- Collaborate with product teams to reduce customer pain points
- Implement real-time performance dashboards for service metrics
- Coordinate VIP client handling protocols for high-net-worth accounts
Kualifikasi
- Min 3 years in customer leadership with proven team growth results
- Bachelor's degree in Business, Psychology, or related field
- Advanced certification in Customer Experience (CX) preferred
- Fluent in Bahasa Indonesia and English (verbal/written)
- Proficient in Zendesk, Freshdesk, or similar CRM platforms
- Data analysis experience with Power BI or Google Analytics
- Exceptional problem-solving with customer-centric mindset
- Ability to thrive in fast-paced fintech environment