Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusFlow Solutions! We're seeking a dedicated Customer Service Excellence Specialist to become the voice of our brand. In this pivotal role, you'll transform customer interactions into loyalty-building experiences while driving our mission of 'Service That Inspires'. Enjoy competitive benefits, growth opportunities, and a vibrant work culture that celebrates innovation.
Tanggung Jawab
- Deliver exceptional customer support via multiple channels (phone, email, chat, social media)
- Resolve complex inquiries with empathy and efficiency exceeding SLAs
- Document interactions accurately in CRM systems for continuous improvement
- Collaborate with product teams to identify service enhancement opportunities
- Maintain detailed knowledge of products/services and update protocols
- Proactively upsell value-aligned solutions during customer interactions
- Contribute to customer satisfaction score (CSAT) improvement initiatives
Kualifikasi
- Minimum 2 years in customer service/relationship management role
- Fluent in Bahasa Indonesia and professional English proficiency
- Proven conflict resolution and de-escalation techniques
- Advanced proficiency in CRM platforms (Salesforce/Zendesk preferred)
- Exceptional active listening and problem-solving abilities
- Ability to thrive in fast-paced, metrics-driven environment
- Certification in customer experience management (advantageous)
- Experience with omnichannel support systems