Customer Experience Specialist

Dealls – Jobs, CV & Mentoring; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Dealls’ HRIS product KantorKu requires a client-focused Support Specialist who can assist during setup and usage, online and on-site, ensuring smooth operation and satisfaction.

You will build knowledge bases, guide data migration, be the primary contact for inquiries, and relay feedback to Product & Tech teams for continuous improvement.

Fresh grads with passion for customer experience and SaaS experience welcome; willingness to travel for site visits is a plus.

Qualifications

• Fresh grads with passion for customer experience and willingness to learn.
• Experience in customer service, client success, or product implementation is a plus.
• Strong analytical and problem-solving abilities with a solutions focus.
• Excellent communication and interpersonal skills to build rapport with clients.

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.

Skills

Customer experience

SaaS

On-site support

Communication skills

Fast learner

Problem solving

Team collaboration

Job description

Responsibilities

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.

• 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.

Responsibilities

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.

• 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.

Requirements

• 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.