Deskripsi Pekerjaan
Become the voice of Nexus Indonesia! We're seeking passionate Customer Service Specialists to join our award-winning support team. As a vital link between our customers and innovations, you'll transform challenges into opportunities while growing in a dynamic, tech-forward environment. Enjoy competitive benefits, continuous learning programs, and a culture that celebrates excellence and collaboration.
Tanggung Jawab
- Resolve customer inquiries via phone, email, and chat with empathy and efficiency
- Document interactions accurately in CRM systems and identify improvement opportunities
- Collaborate with technical teams to resolve complex product/service issues
- Proactively upsell solutions based on customer needs and product knowledge
- Maintain performance metrics including CSAT, FCR, and response time targets
- Contribute to knowledge base articles and team training materials
- Monitor customer feedback trends and propose actionable solutions
Kualifikasi
- Minimum 2 years in customer service or support role
- Fluency in Bahasa Indonesia and English (verbal/written)
- Proficiency with CRM software (e.g., Zendesk, Salesforce)
- Exceptional problem-solving and conflict resolution skills
- Ability to work rotating shifts including weekends
- Relevant certification in customer service management is a plus
- Strong understanding of digital communication channels
- Experience in e-commerce or SaaS industries preferred