Client Success Specialist

ScaleOcean; Jakarta Pusat; On-site; IDR 78,120,000 - 111,600,000; Full time

Job summary

ScaleOcean is seeking a Client Success Specialist to be the main contact for our clients, ensuring they receive exceptional support and guidance through our ERP solutions.

You will troubleshoot issues, provide product training, document interactions in the CRM, and collaborate with product and technical teams to drive client satisfaction and system adoption.

Qualifications

• Minimum 1 year in customer service or client-facing roles.
• Experience with ERP or technical software support is a plus.
• Strong verbal and written communication skills.
• Ability to troubleshoot technical issues and provide timely solutions.
• Strong problem-solving and customer service skills.
• Ability to work in a fast-paced environment with multiple priorities.

Responsibilities

• Respond to client inquiries via email, phone, or chat.
• Troubleshoot and resolve client issues with the ERP system.
• Provide product guidance and training to clients as needed.
• Document client interactions and issues in the CRM system.
• Collaborate with the technical team to ensure timely issue resolution.
• Monitor client satisfaction through feedback and surveys.
• Assist in onboarding new clients, providing training and support.
• Collaborate with product and development teams to relay client feedback.
• Analyze common client issues and provide input for system improvements.
• Prepare monthly reports on client service metrics and key performance indicators.

Skills

Interpersonal skills

Communication

Problem solving

ERP knowledge

Client relationship

Tools

CRM software

Job description

Brief Description

As a Client Success Specialist representative at ScaleOcean, you will be the main point of contact for our clients, ensuring they receive exceptional support and service. You will play a key role in understanding clients' needs, resolving issues, and helping them navigate the ERP system. By providing outstanding customer support, you will help build lasting relationships and ensure that clients are fully satisfied with their experience using ScaleOcean's ERP solutions.

Job Requirements

Minimum 1 year of experience in customer service or client-facing roles.

Experience with ERP systems or technical software support is a plus.

Strong communication skills, both verbal and written.

Ability to troubleshoot technical issues and provide timely solutions.

Strong problem-solving and customer service skills.

Ability to work in a fast-paced environment with multiple priorities.

Key Qualifications

Excellent interpersonal skills with the ability to build relationships with clients.

Ability to understand and troubleshoot technical issues related to ERP systems.

Detail-oriented with the ability to handle client inquiries effectively.

Proficient in using customer support tools and software (e.g., CRM systems).

Ability to explain complex concepts to non-technical users in a clear manner.

Daily Responsibilities

Respond to client inquiries via email, phone, or chat.

Troubleshoot and resolve client issues with the ERP system.

Provide product guidance and training to clients as needed.

Document client interactions and issues in the CRM system.

Collaborate with the technical team to ensure timely issue resolution.

Monthly Responsibilities

Monitor client satisfaction through feedback and surveys.

Assist in onboarding new clients, providing training and support.

Collaborate with the product and development teams to relay client feedback.

Analyze common client issues and provide input for system improvements.

Prepare monthly reports on client service metrics and key performance indicators.