Customer Support Specialist Jobs

Customer support specialist (2-4 Years) Jakarta

Locus is a technology platform that uses machine learning and proprietary algorithms to automate complex supply chain decisions. We are building The World's Best Dispatch Management Platform in Final Mile. Our smart supply chain solutions provide end-to-end visibility and enable enterprises to enhance their operational efficiency by reining costs, streamlining the customer experience, and reducing environmental impact.

Headquartered at Bangalore, India, we have offices present across, North America, South East Asia, EU. We are a 300+ strong team and growing rapidly.

With a strong base of investors, GIC, Singapore’s sovereign wealth fund, Qualcomm Ventures LLC, Tiger Global, Falcon Edge, Blume Ventures, pi Ventures, and others., Locus has raised around $80 million across multiple rounds.

Locus’ scalable solutions include route optimization, real-time tracking and analytics, sales beat optimization, territory planning, vehicle allocation and network design. Our future-ready platform has resulted in $150 million+ savings in logistics costs, 70 million+ kilometer reductions in distance traveled, and 17 million+ kilograms reduction in GHG emissions across clients like Nestle, Mondelez, Unilever, BigBasket, Bluedart, Bukalapak, The Tata Group, and many others.The company powers deliveries across North America, Europe, Southeast Asia, Middle East, ANZ, and the Indian Subcontinent.

Backstory:

The journey of Locus from being a women’s safety application to a leading logistics optimization platform, is an interesting one. In 2015, Nishith Rastogi and Geet Garg developed RideSafe, a women’s safety geo-tracking app to track deviations from pre-defined ride routes.

It was soon adopted by food tech companies to track deviations of their delivery staff. This gave Nishith and Geet material insight that there was clearly a lack of a decision-making system in logistics. This realization was the pivotal foresight that led to the building of Locus, an end-to-end dispatch planning and route optimization platform for supply chain enterprises.

From 2015 till date , Locus has grown by leaps and bounds, with a clear focus on innovating consistently

July 2015 - Locus was born in a 2 BHK studio apartment in Peenya, Bangalore and registered as MARA Studios Pvt Ltd. We raised our Series A round funding from Exfinity Ventures and GrowX Ventures and we launched the Dispatch IQ and TrackIQ products.

By 2018, we were a team of 100 and we reached 10 million successful customer orders.

We raised our Series B in 2020 funding led by Falcon Edge and Tiger Global, we also open our South East Asia office in Jakarta, Indonesia, Berlin in Europe and California in the USA

Our team grew to 200 in 2020 and, we opened offices in UK, Vietnam and Singapore

We raised our Series C funding of USD 50 mil led by investors GIC and Qualcomm Ventures

Locus gets recognised twice in a row for the Representative Vendor in the latest edition of the 2022 Gartner® Market Guide for Supply Chain Network Design Tools

Customer support specialist

Location: Jakarta

Are you a customer support champion who is passionate about bringing value to customer’s needs? Do you believe you could enhance our customer experience to deliver delightful experiences? Do you believe you can be the voice of the customer and communicate customer feedback to the management team? If you’re answering yes, you are the person we are looking for.

Roles and Responsibilities:

• Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls etc
• Execute on team initiatives to improve internal processes and our customer experience as a whole.
• Interacting with customers using telephone, email, and chat services to resolve complex support and various other account management functions.
• Work closely with the Customer Success team to keep them informed of all important customer interactions
• 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.
• Become an expert on the Locus platform, and help educate customers on best practices.
• Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content
• 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.
• Investigate & escalate any critical issues to relevant stakeholders across the organisation
• Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences along the way.

Who would fit the role?

• Experience working with REST APIs is a plus
• Must be able to read, write, and speak English & Bahasa fluently.
• 2-4 years in a customer facing support business.
• Good to have an understanding of SaaS products or the logistics tech industry.
• Should know how to work on Excel.
• Good technical aptitude to ramp up on technical and business concepts.
• Must have excellent knowledge of business writing, grammar and mechanics used in speaking and writing with customers and co-workers
• Supporting clients 24/7, thus hours of work may vary
• Demonstrable problem solving and troubleshooting skills, logical thought process.
• Experience working with Freshdesk Ticketing is a plus

What you should look forward to:

At Locus, every member is an owner and a leader, no matter which team or Function they represent. We believe that you are excited about the potential to make an impact in Last mile deliveries through technology and the prospect of creating a legacy that outlasts you!

The biggest joy of working at Locus, for all of us, comes from the opportunity to create value each day, and experience autonomy in all we do.

• If this sounds exciting, and if you feel you meet up the above mentioned qualifications for the role, please reach us at [email protected]