Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusConnect Indonesia! We're seeking passionate individuals to transform customer interactions into memorable experiences. As a Customer Service Excellence Specialist, you'll be the face of our brand, delivering world-class support while driving customer loyalty and satisfaction.
Our vibrant Jakarta-based office offers dynamic growth opportunities, comprehensive training programs, and a collaborative culture that celebrates innovation. If you thrive in fast-paced environments and possess exceptional communication skills, we want to meet you!
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat with 95%+ satisfaction rate
- Resolve complex issues using CRM tools while maintaining detailed documentation
- Proactively identify upsell opportunities to enhance customer lifetime value
- Collaborate with technical teams to escalate unresolved issues efficiently
- Monitor customer feedback trends and propose service improvement initiatives
- Maintain 100% compliance with data privacy regulations
Kualifikasi
- Minimum 2 years experience in B2B/B2C customer service roles
- Fluency in Bahasa Indonesia and English (verbal/written)
- Proficient in Zendesk, Salesforce, or similar CRM platforms
- Certification in Customer Service Excellence (preferred)
- Strong problem-solving skills with conflict resolution expertise
- Ability to multitask across digital communication channels
- Experience with KPI-driven performance metrics