Customer Experience (CX) Specialist

Dealls (YC W22); Jakarta Selatan; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Dealls (YC W22) in Jakarta Selatan is seeking a Customer Support Specialist to assist clients with setup and usage of their HRIS product, KantorKu. This role involves being the primary point of contact for customer inquiries, providing support for product implementation, and ensuring a smooth user experience.

The ideal candidate should have a passion for customer service, with at least 1-2 years of experience preferred in tech or SaaS environments. Strong analytical and communication skills are essential, and the position may require travel for site visits.

Qualifications

• Fresh graduates with a passion for customer experience and fast learning ability are welcomed.
• Min. 1–2 years experience in customer service, client success, or product implementation—preferably in SaaS or HRIS industry.
• Strong analytical and problem-solving skills focusing on solutions.
• Excellent communication and interpersonal skills to build rapport with clients.
• Able to work independently or in a team, meeting agreed SLA/turnaround time.
• Willing to travel for site visits/offline support.

Responsibilities

• Support clients during setup and onboarding of the HRIS platform, both remotely and on-site.
• Develop a robust knowledge base of product information and troubleshoot guides.
• Provide full support for product implementation and data migration.
• Become the primary point of contact for day-to-day customer inquiries.
• Track and report client issues, bugs, feedback, and feature requests.
• Stay up-to-date on product updates and features.
• Analyze customer feedback into actionable insights for product development.

Skills

Customer experience passion

Analytical skills

Problem-solving skills

Communication skills

Teamwork

Independent work

Education

Bachelor's degree or equivalent

Job description

You will support Dealls’ HRIS product (KantorKu) by assisting clients during setup and usage—both online (chat/email) and offline (on-site). Your role is to ensure clients feel supported, issues are handled, and the system runs smoothly for them.

Responsibilities

• Support clients during the setup and onboarding of our HRIS platform, either remotely or on-site.
• Develop and maintain a robust knowledge base of product information, FAQs, and troubleshooting guides, using clear and concise language tailored for a B2B audience.
• Provide full support for product implementation, data migration (either remotely or on-site), and suggest the best solution to address clients' HR needs.
• Become the primary point of contact for day-to-day customer inquiries, addressing concerns, and ensuring a positive customer experience.
• Track document, and report client issues, bugs, feedback, and feature requests to internal Product & Tech teams.
• Stay up-to-date on product updates and features to effectively assist customers.
• Analyze customer feedback and translate it into actionable insights to enhance product development and customer experience strategies.

Qualifications

• Freshgrads with passion in customer experience with fast learning ability are welcomed.
• Min. 1–2 years experience in customer service, client success, or product implementation—preferably in SaaS, tech startup, or HRIS industry.
• Strong analytical and problem-solving skills with a focus on finding solutions.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Able to work independently or in a team, and meet agreed SLA/turnaround time.
• A passion for customer satisfaction and a commitment to continuous learning.
• Willing to travel for site visits / offline support.
• Experience with knowledge base creation, content management systems, and omnichannel support tool is a plus.