Deskripsi Pekerjaan
Join our award-winning customer experience team at Inovasi Digital Indonesia! We're seeking passionate individuals to become the voice of our brand, delivering exceptional service that transforms customers into loyal advocates. As a Senior Customer Service Specialist, you'll be at the forefront of innovation in digital customer support, working with cutting-edge technologies to solve complex challenges in a dynamic, collaborative environment.
Our culture thrives on continuous learning and recognition. Enjoy competitive benefits, professional development opportunities, and a workspace designed to inspire excellence. Ready to make a meaningful impact?
Tanggung Jawab
- Handle high-volume customer inquiries via multiple channels (chat, email, phone) with 95%+ satisfaction rate
- Resolve complex technical issues and escalations while maintaining SLA compliance
- Proactively identify improvement opportunities in customer journey workflows
- Collaborate with product teams to provide critical customer feedback for product enhancements
- Mentor junior specialists and contribute to knowledge base documentation
- Analyze customer data to identify trends and recommend service innovations
- Participate in cross-functional projects to elevate the overall customer experience
Kualifikasi
- Minimum 3 years experience in B2B/B2C customer service, preferably in SaaS or e-commerce
- Expert problem-solving skills with ability to de-escalate sensitive situations
- Fluency in Bahasa Indonesia and English (written/spoken)
- Proficiency in CRM tools (Zendesk/Salesforce) and helpdesk systems
- Certification in Customer Experience Management (CX) preferred
- Strong analytical mindset with data-driven decision-making ability
- Adaptability to fast-paced tech environment and evolving customer needs
- Proven track record of exceeding service quality metrics