Lead Customer Success

Customer Success Rep – International BPO company

Role: Our client is an leading international BPO company and presently they are hiring some roles for their client: Spotify

Skill and Experiences:

• An experienced chat customer success representative with a minimum of 1 year experience in a similar role
• Quick learner with excellent attention to detail.
• Critical thinkers who can craft bespoke responses and does not fully rely on templated responses.
• Has an interest in advertising and marketing. Highly motivated, proactive, and adaptable to change.
• Excellent troubleshooting and problem-solving skills.
• Team player with ability to work as an individual.
• Strong written and verbal communication skills.
• Flawless written communication skills. You speak one of these languages natively: German, Portuguese, French, Spanish, Italian, English (C2). If your native language is German, Portuguese, French, Spanish, Italian, then you also speak English at a B1 level or higher.
• Prior experience with Salesforce case management is a plus.

Qualifications:

• Provide first level support to unmanaged advertisers placing ads via Ad Studio.
• Manage all queries, requests and feedback received via chat to ensure a timely resolution and an overall positive client experience.
• Use critical thinking to craft thoughtful and bespoke responses to customer queries, and supplement with templated responses when needed.
• Identify sales opportunities that can either be passed on to our Sales team, or provide support yourself by acting as a consultative partner who thinks outside the box.
• Command & convey key Ad Studio product knowledge to advertisers with accurate detail.
• Leverage internal systems to log issues and escalate technical queries to our internal support teams.
• Work occasional ad hoc support tasks outside of the general chat queue.

Job Type: Full-time

Ability to Commute:

• DKI Jakarta (Required)

Ability to Relocate:

• DKI Jakarta: Relocate before starting work (Required)