Customer Success Team Lead (Live Chat) - English Speaker

Job Description:

• Provide first-level support to advertisers who place ads through Ad Studio.
• Manage all queries, requests, and feedback received through the chat service, ensuring timely resolutions and positive client experiences.
• Use critical thinking to craft tailored responses to customer queries, supplementing them with templated responses when necessary.
• Identify sales opportunities and either pass them on to our Sales team or provide support as a consultative partner who thinks outside the box.
• Possess an in-depth knowledge of Ad Studio products and communicate this knowledge accurately to advertisers.
• Utilize internal systems to log issues and escalate technical queries to our internal support teams.
• Occasionally work on ad hoc support tasks outside of the general chat queue.

Requirements:

• 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 do 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 the 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, and English (C2). If your native language is German, Portuguese, French, Spanish, or Italian, then you also speak English at a B1 level or higher.
• Prior experience with Salesforce case management is a plus.

Job Type: Full-time

Salary: Rp12,000,000 - Rp16,000,000 per month

Application Question(s):

• Do you speak other languages, aside from Bahasa and English?

Experience:

• Customer Success Chat: 1 year (Preferred)

Language:

• English (Preferred)

Ability to Commute:

• Jakarta (Preferred)

Expected Start Date: 03/08/2024