Deskripsi Pekerjaan
Join our award-winning customer experience team at GlobalConnect Solutions! We're seeking a dynamic Customer Service Excellence Specialist to become the voice of our brand. This role combines technical problem-solving with genuine human connection, ensuring our clients receive world-class support. You'll work in our modern Jakarta headquarters with cutting-edge tools and a collaborative team environment. We offer competitive benefits including health insurance, performance bonuses, and professional development opportunities.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat with exceptional professionalism
- Resolve complex technical and billing issues while maintaining high customer satisfaction scores
- Document all interactions in our CRM system with precise attention to detail
- Collaborate with technical teams to escalate unresolved issues and implement solutions
- Proactively identify process improvement opportunities to enhance customer experience
- Conduct post-interaction follow-ups to ensure complete resolution and gather feedback
- Maintain up-to-date knowledge of products, services, and company policies
Kualifikasi
- S1 degree in Communication, Business, or related field (Diploma holders with proven experience will be considered)
- Minimum 2 years experience in customer service or support role
- Fluent in Bahasa Indonesia and English (both written and verbal)
- Exceptional conflict resolution and de-escalation skills
- Advanced proficiency in CRM software (Salesforce/Zoho) and MS Office suite
- Strong analytical thinking with ability to troubleshoot complex issues
- Proven ability to maintain composure under pressure in fast-paced environments