Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusTek Solutions! We're seeking a passionate Senior Customer Service Specialist to elevate our client satisfaction in the dynamic tech industry. As a key ambassador of our brand, you'll transform interactions into loyalty while working in our modern Jakarta headquarters with competitive benefits and growth opportunities.
Our ideal candidate thrives in fast-paced environments, possesses exceptional problem-solving abilities, and shares our commitment to excellence. You'll collaborate with cross-functional teams while representing our innovative fintech platform to high-value clients across Southeast Asia.
Tanggung Jawab
- Manage complex customer inquiries via multiple channels (phone, email, chat) with 95%+ resolution rate
- Proactively identify upsell opportunities and drive product adoption through consultative selling
- Develop detailed case documentation and contribute to process improvement initiatives
- Mentor junior team members on best practices and emotional intelligence techniques
- Analyze customer feedback trends and provide actionable insights to product teams
- Maintain 99% accuracy in CRM data entry and compliance documentation
- Collaborate with technical support teams to resolve escalated issues within SLAs
Kualifikasi
- Minimum 3 years in B2B customer service with SaaS/fintech experience
- Fluency in Bahasa Indonesia and English (written/spoken)
- Certification in conflict resolution or customer experience (preferred)
- Advanced proficiency in Zendesk, Salesforce, and Microsoft Office Suite
- Strong analytical skills with data-driven decision-making experience
- Demonstrated ability to work under pressure with empathy and patience
- Proven track record of exceeding customer satisfaction targets (CSAT >90%)
- Experience with CRM customization and workflow automation tools