Customer Success Engineer

Talent Search Recruitment - Indonesia; Jakarta Selatan; Hybrid; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading recruitment firm in Jakarta Selatan is seeking an experienced customer support champion to enhance customer experience. This role requires fluency in English and Bahasa, excellent problem-solving skills, and experience in a customer-facing support environment. Responsibilities include resolving inquiries across multiple channels, analyzing performance metrics, and collaborating with the Customer Success team. Flexible working hours are required as client support is 24/7.

Qualifications

• 2-4 years in a customer-facing support business.
• Must be able to read, write, and speak English & Bahasa fluently.
• Excellent knowledge of business writing and grammar.
• Demonstrable problem-solving and troubleshooting skills.
• Good understanding of SaaS products or the logistics tech industry.
• Supporting clients 24/7, hours may vary.

Responsibilities

• Interact with customers via phone, email, and chat.
• Resolve complex support and account management functions.
• Communicate complex topics clearly in English.
• Investigate and escalate critical issues.
• Analyze SLAs, response times, and ticket management.
• Execute team initiatives to improve customer experience.

Skills

Customer service experience

Problem-solving skills

Fluent in English and Bahasa

Technical aptitude

Experience with REST APIs

Tools

Excel

Freshdesk Ticketing

Job description

Overview

Are you a customer support champion who is passionate about bringing value to customers needs?

Do you believe you could enhance our customer experience to deliver delightful experiences?

Do you believe you can be the voice of the customer and communicate customer feedback to the management team?

If you're answering yes, you are the person we are looking for.

Roles and Responsibilities

• Interacting with customers using telephone, email, and chat services to resolve complexsupport and various other account management functions.
• Communicate complex technical topics in clearly understandable written and spoken Englishwith customers over tickets, calls etc
• Troubleshoot and help solve inbound customer inquiries, while providing exceptional serviceexperiences along the way.
• Become an expert on the Locus platform, and help educate customers on best practices.
• Investigate & escalate any critical issues to relevant stakeholders across the organisation
• Work closely with the Customer Success team to keep them informed of all importantcustomer interactions
• Contribute to our Help Centre articles and curate existing content to ensure customers areaware and have access to self-serve content
• Analyze. You will analyze SLAs, response times and open tickets and apply your findings todevelop an effective and workable framework for managing and improving customersupport.
• Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, andmonthly basis. You will develop and improve the phone/ticket processes to ensure freeflowing resolution, escalation, and information within the organization.
• Execute on team initiatives to improve internal processes and our customer experience as awhole.

Who would fit the role?

• 2-4 years in a customer facing support business.
• Must be able to read, write, and speak English & Bahasa fluently.
• Must have excellent knowledge of business writing, grammar and mechanics used inspeaking and writing with customers and co-workers
• Demonstrable problem solving and troubleshooting skills, logical thought process.
• Good technical aptitude to ramp up on technical and business concepts.
• Good to have an understanding of SaaS products or the logistics tech industry.
• Should know how to work on Excel.
• Supporting clients 24/7, thus hours of work may vary
• Experience working with REST APIs is a plus
• Experience working with Freshdesk Ticketing is a plus