Customer Service Engineer (Logistics)
- Indonesia
- Permanen
- kerja tetap
- Interact with customers via telephone, email, and chat to resolve complex support issues and manage various account functions.
- Communicate complex technical topics in clear, understandable written and spoken English with customers through tickets, calls, etc.
- Troubleshoot and resolve inbound customer inquiries while delivering exceptional service.
- Become an expert on the Locus platform and educate customers on best practices.
- Investigate and escalate critical issues to relevant stakeholders across the organization.
- Collaborate with the Customer Success team to share important customer updates.
- Contribute to Help Centre articles and curate existing content for customer self-service.
- Analyze SLAs, response times, and open tickets to develop frameworks for improving support.
- Provide KPI data and trend reports on an ad-hoc, weekly, and monthly basis; improve phone/ticket processes for better resolution and escalation flow.
- Execute team initiatives to enhance internal processes and overall customer experience.
- 3-4 years of experience in a customer-facing support role.
- Fluent in reading, writing, and speaking English & Bahasa.
- Strong business writing skills, grammar, and communication mechanics.
- Demonstrable problem-solving and troubleshooting abilities with logical thinking.
- Technical aptitude to quickly grasp technical and business concepts.
- (Good to have) Understanding of SaaS products or the logistics tech industry.
- Proficient in Microsoft Excel.
- Willing to work flexible hours to support clients 24/7.
- (Preferred) Experience working with REST APIs.
- (Preferred) Experience using Freshdesk Ticketing.