Deskripsi Pekerjaan
Join our award-winning customer experience team! TeknoNusantara Solusi, a leading fintech innovator, seeks a dynamic Senior Customer Service Specialist to transform client interactions into loyalty opportunities. In this pivotal role, you'll be the human face of our brand, resolving complex inquiries with empathy and technical precision while driving customer retention metrics.
We offer comprehensive training, career advancement pathways, and a collaborative environment where your problem-solving skills directly impact business growth. Perfect for professionals passionate about turning customer challenges into brand advocates.
Tanggung Jawab
- Handle high-volume customer inquiries via phone, email, and live chat with first-contact resolution rates above 85%
- Resolve technical and billing escalations using CRM tools while maintaining SLA compliance
- Proactively identify cross-selling opportunities during customer interactions
- Document case details with precision in Zendesk and generate monthly performance reports
- Mentor junior team members on customer psychology and de-escalation techniques
- Collaborate with Product team to identify recurring service gaps and improvement opportunities
- Contribute to knowledge base development and SOP refinement
Kualifikasi
- Minimum 3 years in customer service with proven retention/upsell metrics
- Expertise in CRM platforms (Zendesk/Salesforce) and ticketing systems
- Fluency in Bahasa Indonesia and English (written/spoken)
- Certification in conflict resolution or customer psychology preferred
- Ability to thrive in fast-paced fintech environment with KPI-driven culture
- Strong analytical skills with data interpretation experience
- Proactive problem-solver with creative solution mindset