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Customer Support Executive Jobs

Company

StaffAny
Address Jakarta Raya, Indonesia
Employment type FULL_TIME
Salary
Expires 2023-12-30
Posted at 10 months ago
Job Description

StaffAny’s mission is to shape and empower the future of work. As the Customer Support Executive, you will help our clients achieve product value and customer satisfaction by being the first point of contact and ensuring that queries are resolved promptly, across our different support channels


This role is uniquely different from other customer support roles as there is a huge emphasis on driving product success with metrics like adoption, on top of the client facing customer support responsibilities. You will also have a direct line to the product team to drive product decisions from feedback collected. You will also have opportunities to shape internal support processes (including potentially the use of AI automation).


You Are

  • Able to work on rotating shifts
  • Bonus if you are proficient in writing and speaking Mandarin
  • Fresh graduates are welcome to apply
  • Bonus if you are based in Jakarta or Bandung
  • Ability to demonstrate diplomacy, empathy, and problem solving skills while working through tough customer issues
  • Bonus if you have excel skills
  • Highly proficient in writing and speaking in Bahasa Indonesian
  • Highly proficient in writing and speaking in English
  • Bonus if have prior experience with customer service / support


You Will Find Yourself

  • Assist in the setup of our customers, which might involve some basic excel skills.
  • Iterating on our external help articles and internal support SOPs
  • Supporting customer queries, resolving customer escalations and restoring customers’ path to success. You will do this across our different channels of live chat, email, whatsapp, call.
  • Help to drive customer success to get the outcomes through the entire life cycle to ensure adoption, growth, and renewal.
  • Cross collaborating with multiple departments (from sales, to product, to engineering) to best set our customers up for success
  • Act as the voice of our customers (VOC), conveying needs and issues internally across departments
  • Document customer interactions and success stories, and make them referenceable.


How the department’s success is being measured

  • Time to first response
  • CSAT score
  • Time to resolution


The Offer

  • Be part of a fast-paced growth environment, and work together with a passionate and driven bunch of do-ers
  • Growth opportunities within 12-24 months window