Deskripsi pekerjaan Customer Experience Specialist Confidential Company
Key Responsibilities
Complex Issue Resolution:
- Resolve high-priority escalations and edge cases with empathy and efficiency.
- Serve as the main point of escalation for critical customer concerns.
Feedback & Insights:
- Analyze customer feedback (CSAT/NPS) and support trends to spot recurring issues.
- Work with Product and Operations teams to eliminate pain points.
Process Improvement:
- Identify gaps in workflows and suggest process enhancements to boost efficiency.
- Maintain up-to-date documentation, FAQs, and support guidelines.
Peer Coaching:
Guide and mentor junior support team members on best practices and product knowledge.
Requirements
3–5+ years in Customer Service or Customer Experience (preferably in tech/digital platforms).
Strong problem-solving, communication, and conflict resolution abilities.
Familiarity with support metrics (CSAT, SLA, First Response Time).
Proficiency with ticketing tools/omnichannel (Freshdesk/Freshchat, Jasnita call).
