Customer Experience Specialist

Dealls – Jobs, CV & Mentoring; Jakarta Pusat; Hybrid; IDR 133,920,000 - 200,880,000; Full time

Job summary

Dealls – Jobs, CV & Mentoring in Jakarta is seeking a motivated Customer Success Associate to support KantorKu HRIS during setup and onboarding, with online and on-site engagement to ensure smooth usage and a positive client experience.

You will build a robust knowledge base, assist with data migration, and act as the main contact for daily inquiries while coordinating with Product & Tech teams. Travel for site visits is expected.

Qualifications

• Fresh grads welcome with passion for customer experience.
• 1–2 years in customer service, client success, or product implementation in SaaS/HRIS preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Able to work independently or in a team and meet SLA/turnaround times.
• Willing to travel for site visits/offline support.
• Experience with knowledge base creation and CMS/omnichannel tools is a plus.

Responsibilities

• Support clients during setup and onboarding of KantorKu remotely or on-site.
• Develop and maintain a knowledge base and troubleshooting guides for a B2B audience.
• Provide full support for product implementation and data migration, suggesting optimal HRIS solutions.
• Act as primary contact for day-to-day client inquiries and maintain positive relationships.
• Track and report client issues, bugs, feedback, and feature requests to Product & Tech teams.
• Stay up-to-date on product updates and features to assist customers effectively.
• Analyze customer feedback to drive product development and customer experience strategies.

Skills

Analytical skills

Communication skills

Problem solving

Team player

Willing to travel

Tools

Knowledge base CMS

Omnichannel support tool

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.

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.