Customer Service (Project)

I. Job Responsibilities

1. Customer Project Coordination

Act as the primary point of contact for clients by collecting, analyzing, and following up on customer requirements. Apply project management methodologies to ensure customer issues are resolved efficiently and effectively.

2. Service Project Management

Manage the entire lifecycle of customer service projects, including implementation and delivery, system upgrades, migration, and special optimization projects. Develop project plans, monitor schedules, and manage project risks.

3. Customer Relationship Management

Conduct regular customer follow-ups and satisfaction surveys to establish and maintain strong, long-term customer relationships.

4. Issue Escalation and Coordination

Coordinate with internal teams, including R&D, Product, and Operations, to facilitate the timely resolution of complex customer issues.

5. Service Process Optimization

Continuously optimize customer service processes based on PMP best practices to improve service delivery efficiency and quality.

6. Project Documentation Management

Prepare, maintain, archive, and update all service project documentation to ensure complete, accurate, and traceable project records.

II. Job Requirements

1. Education & Qualifications

• Bachelor's degree or above.

• Preferred majors include Computer Science, Software Engineering, Business Administration, Project Management, or other related fields.

• English is the primary working language. Candidates should also possess daily communication skills in both Mandarin Chinese and Bahasa Indonesia.

2. Work Experience

• Minimum of 3 years of experience in Customer Service, Customer Success, or Technical Support.

• Experience serving B2B (enterprise) customers is preferred.

• Experience in end-to-end project delivery or project coordination is an advantage.

3. Certifications

• PMP (Project Management Professional) certification is required, with a solid understanding of the PMBOK framework.

• Additional certifications such as ACP, ITIL, or customer service-related certifications are considered a plus.

4. Professional Skills

Project Management

• Strong understanding of the five project management process groups: Initiation, Planning, Execution, Monitoring & Controlling, and Closing.

• Ability to independently manage small- to medium-sized service projects.

Customer Service

• Excellent customer communication, requirement analysis, and conflict resolution skills.

Risk Management

• Ability to identify potential risks throughout the customer service process and develop appropriate mitigation plans.

Documentation

• Ability to independently prepare professional documents, including project plans, progress reports, and service summary reports.

Software & Tools

• Proficient in project management tools such as Jira, ZenTao, and Feishu Project, as well as Microsoft Office applications including Excel and PowerPoint.