Deskripsi Pekerjaan
Join our award-winning customer experience team at NexusSolusi Indonesia! We're seeking a passionate Senior Customer Specialist to elevate our client satisfaction metrics in the digital services sector. This role is perfect for detail-oriented professionals who thrive in fast-paced environments and want to make tangible impacts on customer retention.
As a key member of our CX division, you'll become the voice of our brand, resolving complex inquiries while maintaining our industry-leading 98% satisfaction rate. Enjoy competitive benefits including health insurance, performance bonuses, and career development programs.
Tanggung Jawab
- Handle 50+ daily customer interactions via phone, email, and chat with 95% resolution rate
- Proactively identify upsell opportunities during customer engagements
- Maintain detailed CRM records with 100% accuracy for audit compliance
- Collaborate with technical teams to resolve escalated service issues
- Contribute to process improvements through monthly CX analytics reviews
- Mentor junior specialists through knowledge-sharing sessions
- Execute customer retention strategies for high-value accounts
Kualifikasi
- Min. 3 years in B2B customer service with SaaS industry experience
- Advanced proficiency in Zendesk and Salesforce CRM platforms
- Certificate in Customer Experience Management (CX) preferred
- Fluent in Bahasa Indonesia with business-level English
- Proven track record of reducing churn by 15%+ annually
- Expertise in conflict resolution and de-escalation techniques
- Data analysis skills with basic SQL knowledge