Customer Experience Specialist

Dealls – Jobs, CV & Mentoring; Jakarta Pusat; On-site; IDR 120,000,000 - 210,000,000; Full time

Job summary

Dealls – Jobs, CV & Mentoring is seeking a proactive Customer Experience Specialist to support the KantorKu HRIS product. You will assist clients online and on-site, ensuring smooth setup, usage, and issue resolution while maintaining a high level of customer satisfaction.

You will build a robust knowledge base, support data migrations, and act as the primary point of contact for day-to-day inquiries. Travel for site visits may be required to deliver offline support and drive success.

Qualifications

• Fresh grads welcome with a passion for customer experience and fast learning ability.
• 1–2 years experience in customer service, client success, or product implementation—preferably SaaS/HRIS.
• Strong analytical and problem-solving skills with a solutions focus.
• Excellent communication and interpersonal skills to build rapport with clients.
• Ability 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, CMS, and omnichannel tools is a plus.

Responsibilities

• Support clients during setup and onboarding of our HRIS platform (remote or on-site).
• Develop and maintain a knowledge base with product info, FAQs, and troubleshooting guides for a B2B audience.
• Provide full support for product implementation and data migration; suggest best HR solutions.
• Serve as primary contact for day-to-day client inquiries and ensure a positive experience.
• Track and report client issues, bugs, feedback, and feature requests to Product & Tech teams.
• Stay updated on product updates to assist customers effectively.
• Analyze customer feedback to drive product development and customer experience improvements.

Skills

Customer service

Client success

Product implementation

Communication

Analytical skills

Tools

Knowledge base creation

Content management systems

Omnichannel support tools

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.