Customer Experience; CX Specialist

You will support Dealls’ HRIS product (Kantor Ku) by assisting clients during setup and usage—both online (chat/email) and offline (on-site). Your role is to ensure clients feel supported, issues are handled, and the system runs smoothly for them.

• Support clients during the setup and onboarding of our HRIS platform, either remotely or on-site.
• Develop and maintain a robust knowledge base of product information, FAQs, and troubleshooting guides, using clear and concise language tailored for a B2B audience.
• Provide full support for product implementation, data migration (either remotely or on-site), and suggest the best solution to address clients' HR needs.
• Become the primary point of contact for day-to-day customer inquiries, addressing concerns, and ensuring a positive customer experience.
• Track document, and report client issues, bugs, feedback, and feature requests to internal Product & Tech teams.
• Stay up-to-date on product updates and features to effectively assist customers.
• Analyze customer feedback and translate it into actionable insights to enhance product development and customer experience strategies.

• Freshgrads with passion in customer experience with fast learning ability are welcomed.
• Min. 1–2 years experience in customer service, client success, or product implementation—preferably in SaaS, tech startup, or HRIS industry.
• Strong analytical and problem-solving skills with a focus on finding solutions.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Able to work independently or in a team, and meet agreed SLA/turnaround time.
• A passion for customer satisfaction and a commitment to continuous learning.
• Willing to travel for site visits / offline support.
• Experience with knowledge base creation, content management systems, and omnichannel support tool is a plus.