Sr. Customer Support Analyst

Jakarta Selatan·Jakarta·IndonesiaOperations

Job Type
:  Contract
Job Industry
:  Consulting (IT, Science, Engineering and Technical)
Job Function
:  Customer Service
Experience
:  Senior Staff/ Supervisor / Coordinator / Team Leader
Salary
:  IDR 5.000.000 - 8.000.000
Education
:  Bachelor Degree - S1
Description

We are looking for a strong character, who are proactive and highly motivated individual with proven ability to work efficiently and on their own within a fast paced working environment. You are expected to provide our customers with undivided attention and care. We believe that our customers are very important! You will be working directly with our Customer Support manager to continuously improve our standards and build new ones by finding important customer insights and feedback. We expect you to understand our customers pain points, solve them and give them great user experience. 

You will be responsible to: 

  • Have an exceptional customer minded and teamwork practices at all times. 
  • Carefully analyse all inbound and outbound inquiries and summarized their issues in order to prepare appropriate improvements. 
  • Identify problems and escalate to Customer Support Manager and team.
  • Maintain history records and related problem documentations for future reference. 
  • Maintain broad knowledge about company’s products and services.
  • Promptly and properly escalates unresolved issues, including complete problem descriptions, documentation of all actions performed, and all other important details.
Requirements
  • 3+ years experience is required
  • Experience in a technical support role with a focus on customer service / client relations, and knowledge of customer service principles and best practices.
  • Drive and passion to see jobs executed efficiently and without error, strong attention to detail and a commitment to quality service.
  • Ability to communicate effectively to individuals at various skill levels, both written and verbal.
  • Intermediate experience with Zendesk, Microsoft Office is a must. 
  • Report writing skills.
  • Demonstrates initiative to continuous improvement and ability to learn.
Benefits
  • Full-Time position(s) available
  • AIA Insurance
  • BPJS Kesehatan & Ketenagakerjaan
  • Free Breakfast & Fruits everyday
  • Allowance for training, workshops, conferences & anything to keep you leveling up
Skills Requirements
CommunicationZendeskMicrosoft OfficeTeamwork