Deskripsi Pekerjaan
Join our award-winning customer service team at Kualitas Prima Indonesia! We're seeking a passionate Senior Customer Service Representative to elevate our client experience. As a key player in our support ecosystem, you'll transform challenges into opportunities while enjoying competitive benefits, career growth paths, and a vibrant work culture in Jakarta's central business district.
Why you'll love this role: Competitive salary, performance bonuses, health insurance, and flexible working arrangements. Become part of a company recognized for employee satisfaction and client excellence.
Tanggung Jawab
- Handle complex customer inquiries via phone, email, and chat with exceptional resolution rates
- Proactively identify and escalate systemic issues to improve service quality
- Maintain detailed customer interaction records in CRM systems
- Collaborate with technical teams to resolve product-related concerns
- Train junior staff on service protocols and best practices
- Analyze customer feedback trends to propose service enhancements
- Meet/exceed monthly KPIs for satisfaction scores and resolution times
Kualifikasi
- Minimum 3 years experience in customer service or support roles
- Fluency in Bahasa Indonesia and English (verbal/written)
- Proficiency with CRM software (e.g., Salesforce, Zendesk)
- Proven conflict resolution and de-escalation skills
- Ability to multitask in high-pressure environments
- Strong analytical skills for identifying process improvements
- Certification in customer service management (preferred)
- Experience in SaaS or e-commerce industries (advantageous)