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Customer Operations

Customer Success Associate

Contract

Jakarta

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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.