Aftersales - Customer Success Officer

MEDEVA; Kota Malang ꦠꦸꦛꦩꦭꦁ; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading healthcare services company is seeking an Aftersales - Customer Success Officer in Kota Malang, Indonesia. This role focuses on delivering exceptional post-purchase support to enhance customer satisfaction and retention. Responsibilities include responding to inquiries, resolving complaints, documenting interactions, and collaborating with other teams. Candidates should have a relevant bachelor's degree and experience in customer service. Strong communication and problem-solving skills are essential, along with proficiency in CRM software.

Qualifications

• Bachelor’s degree in Business Administration, Communication, Nurse Science, or related field.
• Proven experience in customer service or after sales.
• Excellent problem-solving and detail-oriented.

Responsibilities

• Respond to customer inquiries regarding product usage and troubleshooting.
• Investigate and resolve customer complaints efficiently.
• Maintain knowledge of products to provide accurate assistance.
• Conduct regular follow-ups to ensure customer satisfaction.

Skills

Customer service experience

Strong communication skills

Problem-solving abilities

Attention to detail

Proficiency in CRM software

Microsoft Office Suite

Organizational skills

Education

Bachelor’s degree in relevant fields

Job description

VP HRD, Business Development & Sales at MEDEVA

Medeva is dedicated to delivering exceptional products and services to our clients. We believe that great customer experiences continue long after the sale is made. We are looking for an Aftersales - Customer Success Officer to join our team and help us maintain strong relationships with our customer.

Aftersales - Customer Success Officer is responsible for delivering outstanding post-purchase support to customers. This role focuses on resolving issues, providing product assistance, and ensuring customer satisfaction, ultimately contributing to customer loyalty and retention.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, and in-person regarding product usage, features, and troubleshooting.
• Issue Resolution: Investigate and resolve customer complaints and issues efficiently while ensuring a high level of customer satisfaction.
• Product Knowledge: Maintain in-depth knowledge of our products and services to provide accurate information and assistance.
• Follow-up: Conduct regular follow-ups with customers to ensure satisfaction with products and services and identify any additional needs.
• Reporting: Document customer interactions and feedback, providing insights to management to improve product offerings and customer service processes.
• Collaboration: Work closely with sales, technical support, and other teams to ensure a seamless customer experience and efficient issue resolution.
• Training: Assist in training customers on product features and usage to enhance their experience.

Job Requirements:

• Bachelor’s degree in Business Administration, Communication, Nurse Science, Midwifery, Public Health or a related field (preferred).
• Proven experience in customer service, after sales, or related roles. Preferably within the SaaS industry
• Strong communication and interpersonal skills with a customer-centric approach.
• Ability to handle customer complaints and concerns with understanding and professionalism.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work both independently and collaboratively in a team environment.
• Strong organizational skills and ability to manage multiple tasks simultaneously.

Job Type: Work From Office