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.