Customer Success Engineer Jakarta
Tipe: Full time Job ID: 89336133
Roles and Responsibilities:
- Interacting with customers using telephone, email, and chat services to resolve complex support and various other account management functions.
- Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls etc
- Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences 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 important customer interactions
- Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content
- Analyze. You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.
- Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the phone/ticket processes to ensure free flowing resolution, escalation, and information within the organization
- Execute on team initiatives to improve internal processes and our customer experience as a whole.
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 in speaking 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
Profil perusahaan
🏭 Industri
Talent Search Recruitment has established itslef as one of the pioneers in Recruitment and Hiring industry in Indonesia. In a short period of time we have successfully partnered and recruited for many MNC's, International companies, Startups and Unicorns, SME and local Conglomerates by helping them identify and acquire the "BEST FIT" for their companies. Our talented team is passionate about recruitment and talent acquisition and aim to do so with speed and accuracy. Client and candidate satisfaction is utmost priority for us. We pride in our commitment, integrity and service towards both - clients and candidates . We have been successfully helping our partners hire local and foreign talents for roles ranging from Supervisors to Country mangers and "C" level positions.
Talent Search Recruitment has established itslef as one of the pioneers in Recruitment and Hiring industry in Indonesia. In a short period of time we have successfully partnered and recruited for many MNC's, International companies, Startups and Unicorns, SME and local Conglomerates by helping them identify and acquire the "BEST FIT" for their companies. Our talented team is passionate about recruitment and talent acquisition and aim to do so with speed and accuracy. Client and candidate satisfaction is utmost priority for us. We pride in our commitment, integrity and service towards both - clients and candidates . We have been successfully helping our partners hire local and foreign talents for roles ranging from Supervisors to Country mangers and "C" level positions.
👥 Jumlah Karyawan
11-50 employees
11-50 employees
Talent Search Recruitment has established itslef as one of the pioneers in Recruitment and Hiring industry in Indonesia. In a short period of time we have successfully partnered and recruited for many MNC's, International companies, Startups and Unicorns, SME and local Conglomerates by helping them identify and acquire the "BEST FIT" for their companies.