Deskripsi Pekerjaan
Join our award-winning customer revolution at Nexus Global Indonesia! We're seeking a dynamic Customer Service Excellence Specialist to become the voice of our brand. As a vital member of our customer experience team, you'll transform every interaction into a memorable journey while driving our mission of delivering world-class service. Enjoy competitive benefits, continuous growth opportunities, and a vibrant workplace culture where your voice matters.
Why Nexus Global? We're Indonesia's leading digital solutions provider, recognized for our commitment to employee development and customer satisfaction. Our Jakarta Selatan headquarters features modern facilities, flexible workspaces, and a team passionate about innovation.
Tanggung Jawab
- Deliver exceptional customer support across multiple channels (phone, email, live chat) with 95%+ satisfaction rate
- Proactively resolve complex inquiries using CRM tools and collaborative problem-solving techniques
- Document and analyze customer feedback to identify improvement opportunities
- Collaborate with product teams to enhance service quality based on customer insights
- Maintain comprehensive knowledge of products/services and regulatory requirements
- Train and mentor new team members on service standards and best practices
- Contribute to monthly service optimization initiatives and KPI reviews
Kualifikasi
- Minimum 2 years in customer service or support role with proven track record
- Fluency in Bahasa Indonesia and English (written and spoken)
- Proficient with CRM systems (Salesforce, Zendesk) and Microsoft Office Suite
- Exceptional communication skills with ability to de-escalate sensitive situations
- Strong problem-solving abilities with attention to detail
- Customer-centric mindset with passion for exceeding expectations
- Ability to work flexible shifts including weekends and holidays
- Relevant certification in customer service management is a plus