Customer Service - CRM Specialist

Ajaib; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading financial technology firm based in Jakarta is looking for an experienced professional to optimize and maintain their CRM system. The ideal candidate must have at least 3 years of experience with Zendesk and a Bachelor's degree. Responsibilities include improving agent performance, managing ticketing systems, and supporting customer service operations. Fluency in English is required, and experience in the financial technology sector is a plus.

Qualifications

• Minimum a Bachelor Degree from any majors.
• Having min 3 years experience with Zendesk is a must.
• Experienced in development, configuration, and optimization of Zendesk.

Responsibilities

• Optimize and maintain our CRM system to improve agents' performance.
• Execute development and configuration on our CRM system.
• Ensure seamless ticketing management system.

Skills

Experience with Zendesk

System and process improvement

Fluent in English

Dynamic and agile

Education

Bachelor Degree

Job description

• Optimize and mantain our CRM system to improve agents performance and efficiency
• Execute any development and configuration on our CRM system
• Liase with the product or engineering team related to system opetimization
• Ensure seamless ticketing management system to support quality customer handling
• Come up with any automation proposal
• Evaluate, update and mantain the taxonomy on the CRM system
• Supporting the CS Ops needs related to the CRM system
• Create performance and monitoring dashboard on the CRM, and liase with the data team
• Responsible for any tooling handling in the CS Department

• Minimum a Bachelor Degree from any majors
• Having min 3 years experience with Zendesk is a must
• Experienced in develop, configure and optimize Zendesk to improve CS agent productivity and quality
• Experienced in investment, financial technology, and banking industry is a plus
• Strong sense of system and process improvement
• Fluent in english both written and verbal (min. medium level)
• Dynamic, agile and full-energy person, along with good can do attitude(edited)