Customer Success Specialist (Indonesia - Local Team)

⚠️ Please read this FAQ about the job to know more and prepare for a call with our recruiter: FAQ About this Role ⚠️

⚠️ On your preparation for your interview? Check the Interview Guidelines that we prepared for you!⚠️

If you have experience working in customer service and are looking for a new role that allows you to contribute to helping customers succeed, then Niagahoster may have the perfect position for you.

Part of Hostinger, we're a world-class web hosting company ranked among the world's top three fastest-growing hosting brands. Our team consists of 1,000+ curious and high-spirited professionals working worldwide.

As a Customer Success Specialist, you'll contribute massively to the success of our company. You'll be working on the frontline of the business, helping our customers to reach their success. You'll enjoy full remote working opportunities with proper training, a healthy working environment, and career growth.

We're looking for a proactive, empathetic, tech-savvy professional with excellent English communication skills who is willing to go above and beyond to help our customers succeed. If you're interested in developing your career in the IT industry, this position is the perfect fit for you. 🚀

🤔 What you will do:

• Work according to the shifting schedule (full-time only, morning/day/night shifts - including weekends and public holidays).
• Dive deep into the world of IT by continuously polishing your technical background.
• Be a true ambassador, and show our customers what customer obsession is.
• Focus on the customers' success by offering additional services, tools, and products.
• Deliver impactful work on a company scale.
• Communicate with customers and solve their domains or billings-related issues via live chat and emails (tickets).

😎 P1: Confident English written communicator. You can provide proof of English-exposure activities or English certification attached to your CV

• English-exposure activities can be (but not limited) to English majors, courses, competitions, English-related organizations, and projects.
• English certification is similar to B2 or higher (TOEFL ITP (500)/IELTS (6,0)).

🧩 P2: Great problem solver with exceptional communication skills and a high interest in technology.

• Typing speed with a minimum of 54 words per minute (KPM) - speed is critical while assisting multiple customers simultaneously via live chats.
• A tech-savvy individual with exposure to digital tools/technologies
• Having a general understanding of an IT environment - can be proven by exposure such as digital-related boot camps, courses, or mini-projects.
• Go above and beyond to help our customers succeed by being proactive, empathetic, and, proven through exposure such as:
• Good to have - a moderate understanding of technical concepts like domain, hosting, and website.
• Any experience related (but not limited) to teaching, mentoring, leading, facilitating, debating, project management, marketing communication, public relation, assisting, and liaising.
• Good to have if you hold a minimum Diploma in any major.
• Direct experience in customer service/support/success roles.

📚 P3: Independent learner with a hunger for growth

• You ensure your success - you are curious about new possibilities and act to explore them through available resources.
• Continuously evaluate yourself - you know what your strengths are and what to improve.
• Strong self-awareness
• Constantly learn and always seek to improve yourself - you deepen your own knowledge and ensure your own development is on track.
• Resourceful lifelong learner

💡 What we offer:

• Promising career path: Promotion to the global team (we will provide training, English course, and internships before the promotion), level-up from Junior to Senior level, and promotion to another team.
• Personal development activities include individual mentorship, workshops, paid training (with Udemy), and international conferences.
• A 4-week paid training course in technology, product, and communication knowledge.
• Medical/health insurance.
• Other benefits include a birthday present, a special gift for the best team member, and much more.
• Remote work opportunity - this position is fully remote.
• Competitive basic salary ranging from IDR 3 - 4 million, excluding bonuses.
• Bonuses and allowances (unlimited bonuses for upselling and efficiency based on KPIs, full attendance bonuses, meal, internet, and night shift allowances).

Does this role suit you? Then send us an application - we'd love to hear from you! Please note that your application will only be accepted if you submit an English resume that meets the desired requirements