Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusConnect Indonesia, where we redefine excellence in client satisfaction. We're seeking a dedicated Spesialis Layanan Pelanggan to become the voice of our brand and drive our mission of delivering exceptional service across digital and touchpoint channels. This role offers unparalleled growth opportunities in a dynamic, tech-forward environment.
Tanggung Jawab
- Manage multi-channel customer inquiries via chat, email, and phone with <95% resolution rate
- Proactively identify upsell opportunities to enhance customer lifetime value
- Document and analyze customer feedback to improve service protocols
- Collaborate with technical teams to resolve complex escalations
- Maintain 100% compliance with SLA and quality assurance standards
- Conduct quarterly service improvement workshops
Kualifikasi
- Min. 2 years' experience in premium customer service roles
- Fluent in Bahasa Indonesia and English (written/spoken)
- Proficiency in Zendesk, Salesforce, and CRM platforms
- Certification in Customer Experience Management preferred
- Exceptional conflict resolution and empathy skills
- Data-driven mindset with analytical reporting experience