Deskripsi Pekerjaan
Join our award-winning customer experience team at Nusantara Digital Solutions! We're seeking passionate individuals to become the voice of our brand in Jakarta. As a Customer Service Excellence Specialist, you'll transform customer interactions into memorable experiences while driving our mission of digital innovation across Indonesia. Enjoy competitive benefits, professional development opportunities, and a dynamic work culture that celebrates Indonesian hospitality.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and live chat with 95%+ satisfaction rate
- Resolve complex technical issues using CRM systems and knowledge base documentation
- Collaborate with product teams to escalate recurring customer concerns
- Maintain accurate customer records and documentation in Salesforce
- Proactively identify upsell opportunities while prioritizing customer needs
- Contribute to process improvement initiatives through weekly team workshops
- Train new team members on service standards and product knowledge
Kualifikasi
- Minimum 2 years' experience in B2B customer service with SaaS companies
- Fluency in Bahasa Indonesia and English (written/spoken)
- Proficiency in Zendesk, Salesforce, and Microsoft Office Suite
- Strong problem-solving skills with emotional intelligence certification preferred
- Ability to maintain composure in high-pressure situations
- Proven track record of exceeding performance metrics
- Knowledge of Indonesian consumer protection regulations
- Available for rotational weekend shifts (1:5 rotation)