Deskripsi Pekerjaan
Join our award-winning customer experience team at Nexus Global Solutions! We're seeking a passionate Customer Service Excellence Specialist to become the voice of our brand and elevate client satisfaction to new heights. In this pivotal role, you'll resolve complex inquiries with empathy and precision while contributing to our continuous improvement initiatives. Enjoy a collaborative environment with comprehensive training, performance bonuses, and career advancement opportunities in Indonesia's leading tech services provider.
Tanggung Jawab
- Manage multi-channel customer communications (email, chat, phone) with 95%+ satisfaction rate
- Resolve technical product inquiries and billing discrepancies within SLA targets
- Document cases accurately in CRM systems and identify process improvement opportunities
- Collaborate with technical teams to escalate complex issues efficiently
- Proactively conduct customer satisfaction surveys and analyze feedback trends
- Mentor junior staff on service excellence protocols and best practices
- Participate in monthly service strategy workshops to enhance customer journey
Kualifikasi
- S1 degree in Communications, Business, or related field (or equivalent experience)
- Minimum 2 years in customer service with tech industry preference
- Advanced Bahasa Indonesia proficiency with native-level fluency
- Exceptional problem-solving skills with data-driven approach
- Certification in Customer Experience (CX) or Service Design preferred
- Proficiency in Zendesk, Freshdesk, or similar CRM platforms
- Fluent English communication for international client interactions
- Strong analytical skills with experience in customer journey mapping