Deskripsi Pekerjaan
Join our award-winning customer revolution! Nusantara Digital Solutions is seeking a dynamic Customer Service Excellence Specialist to elevate our client experience. Be the voice of our brand while working in our modern Jakarta Selatan headquarters with competitive benefits and growth opportunities.
We're transforming how Indonesian businesses connect with customers through innovative digital platforms. Your role will directly impact our 98% client satisfaction goal while developing leadership skills in our fast-scaling tech environment.
Tanggung Jawab
- Deliver exceptional multi-channel support via chat, email, and phone with <90s response time
- Resolve complex client issues using Zendesk and CRM systems with first-contact resolution target
- Proactively identify upsell opportunities during client interactions
- Document case histories and contribute to knowledge base improvements
- Collaborate with product teams to enhance service features
- Maintain 95% customer satisfaction score through personalized solutions
- Participate in weekly service optimization workshops
Kualifikasi
- Min. D3/S1 in Business/Communications or equivalent experience
- 2+ years in customer service with tech industry preference
- Fluent in Bahasa Indonesia and English (verbal/written)
- Advanced proficiency in CRM tools (Zendesk/Salesforce)
- Certificate in Customer Experience Management preferred
- Exceptional conflict resolution and emotional intelligence
- Typing speed: 50+ WPM with 95% accuracy
- Available for weekend shifts (1/month rotation)