Customer Success Associate

PT Rekeningku Dotcom Indonesia; Daerah Khusus Ibukota Jakarta; Hybrid; IDR 135.043.000 - 202.566.000; Full time

Job summary

A leading technology company in Jakarta is seeking a skilled Customer Success Associate to enhance customer satisfaction and engagement. The role involves responding to inquiries via live chat and email, ensuring satisfaction through effective solutions, and collaborating with the support team on complex issues. Candidates should possess strong analytical skills, experience in customer service, and be able to communicate effectively in English and Bahasa. The position requires flexibility to work in rotating shifts within a hybrid setup.

Qualifications

• At least 1 year of working experience in customer service or a related field is preferred.
• Exceptional customer service skills with a focus on empathy and problem-solving.
• Flexible to adapt to a fast-paced and evolving industry.

Responsibilities

• Respond to user inquiries and complaints through live chat and email.
• Ensure user satisfaction by seeking feedback and providing solutions.
• Monitor and address complex complaints with the Customer Support Team.
• Proactively follow up with customers on their technical issues.
• Collect and compile customer feedback for internal teams.

Skills

Customer service experience

Proficiency in Microsoft Office

Strong communication skills in English and Bahasa

Analytical skills

Problem-solving abilities

Ability to multitask

Tools

Customer service software

Job description

We are looking for a skilled Customer Success Associate to join our team. As a Customer Success Associate, you will play a pivotal role in ensuring our customers have a positive experience with our products and services. Your dedication to providing timely, helpful, and courteous assistance will contribute to our reputation for excellent customer support.

What will you do:

Respond to user inquiries and complaints through live chat and email promptly and professionally.

Ensure user satisfaction by actively seeking feedback and providing effective solutions to their concerns.

Keep users informed about website maintenance and any issues that may affect their experience.

Monitor and address more complex complaints, collaborating with the Customer Support Team to reach out to users and provide them with the necessary assistance.

Share valuable insights, feature requests, and effective workarounds with your team members to enhance our service.

Proactively follow up with customers to ensure that their technical issues are fully resolved to their satisfaction.

Collect and compile customer feedback and communicate it to our Product, Sales, and Marketing teams.

Stay well-informed about our standard operating procedures (SOP) and stay up-to-date with product updates.

What we are looking for:

At least 1 year of working experience in customer service or related field is preferred, but fresh graduates are welcome to apply.

Proficiency in Microsoft Office and Microsoft Excel.

Familiarity with customer service software and tools is a definite advantage.

Strong analytical skills and the ability to think critically when addressing customer issues.

Strong written and verbal communication skills in both English and Bahasa.

Exceptional customer service skills with a focus on empathy and problem-solving.

Ability to multitask and prioritize effectively in a fast-paced and dynamic environment.

Flexible to adapt to a fast-paced and evolving industry.

Flexibility and willingness to work in rotating shifts (24/7) in a hybrid scheduled environment.