Customer Experience Specialist

Dealls (YC W22); Daerah Khusus Ibukota Jakarta; On-site; IDR 55,800,000 - 111,600,000; Full time

Job summary

Dealls (YC W22) is looking for an HRIS Support to assist clients with the setup and usage of their product, KantorKu. This role involves providing guidance via chat, email, and on-site support, ensuring clients feel supported and their issues are promptly addressed.

The ideal candidate will have 1-2 years of experience in customer service or product implementation, particularly in SaaS or related industries. Strong communication and analytical skills are essential for this role, and a passion for customer satisfaction is a must.

Qualifications

• Fresh graduates are welcome, especially those passionate about customer experience.
• Previous experience in SaaS, tech startups, or HRIS industry preferred.
• Ability to work independently or as part of a team.

Responsibilities

• Support clients during HRIS platform setup and onboarding.
• Maintain knowledge base of product information and FAQs.
• Provide full support for product implementation and data migration.

Skills

Customer experience

Analytical skills

Problem-solving

Communication skills

Interpersonal skills

Education

1-2 years experience in customer service or related field

Tools

Knowledge base systems

Content management systems

Omnichannel support tools

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.