Deskripsi pekerjaan
Objective Support Digital Transformation initiatives by translating business requirements into digital solutions, ensuring successful project delivery, tracking business benefits, and driving continuous process improvement.
Tanggung jawab: Manage day-to-day customer service operations across omnichannels, including live chat, email, social media, store, and marketplace customer service; Ensure customer inquiries, complaints, and escalations are resolved within agreed Service Level Agreements (SLAs); Identify recurring issues, customer trends, and improvement opportunities; Monitor customer satisfaction metrics such as CSAT, NPS, First Response Time (FRT), Resolution Time, and Customer Complaint Rate; Analyze customer journeys and identify opportunities to simplify processes and reduce customer effort; Recommend digital enhancements to improve usability and service quality; Requirement :; Bachelor's degree in Management, Business, Communication, Information Systems, or other related disciplines; Minimum 2–4 years of experience in Customer Service, Customer Experience (CX), Contact Center, Customer Operations, or Omnichannel Customer Support; Previous experience as a Customer Service Supervisor, Customer Experience Supervisor, Contact Center Team Leader, or Customer Operations Lead is preferred; Preferred Industry Background from Retail, E-commerce, FMCG, Marketplace, Digital Business; Experience in leading customer service teams and managing omnichannel customer service operations; Experience in handling customer complaints, escalations, and driving customer experience improvements; Strong understanding of customer journey, Voice of Customer (VOC), and continuous process improvement; Experience using CRM platforms (e.g., Salesforce, Zendesk, Freshdesk, Dynamics 365, Mekari, or similar); Exposure to digital transformation, automation, chatbot, or AI solutions for customer service is an advantage; Professional certification in Customer Experience (CX) or Customer Service Management will be an advantage.
Tanggung jawab
- Manage day-to-day customer service operations across omnichannels, including live chat, email, social media, store, and marketplace customer service
- Ensure customer inquiries, complaints, and escalations are resolved within agreed Service Level Agreements (SLAs)
- Identify recurring issues, customer trends, and improvement opportunities
- Monitor customer satisfaction metrics such as CSAT, NPS, First Response Time (FRT), Resolution Time, and Customer Complaint Rate
- Analyze customer journeys and identify opportunities to simplify processes and reduce customer effort
- Recommend digital enhancements to improve usability and service quality
- Requirement :
- Bachelor's degree in Management, Business, Communication, Information Systems, or other related disciplines
- Minimum 2–4 years of experience in Customer Service, Customer Experience (CX), Contact Center, Customer Operations, or Omnichannel Customer Support
- Previous experience as a Customer Service Supervisor, Customer Experience Supervisor, Contact Center Team Leader, or Customer Operations Lead is preferred
- Preferred Industry Background from Retail, E-commerce, FMCG, Marketplace, Digital Business
- Experience in leading customer service teams and managing omnichannel customer service operations
- Experience in handling customer complaints, escalations, and driving customer experience improvements
- Strong understanding of customer journey, Voice of Customer (VOC), and continuous process improvement
- Experience using CRM platforms (e.g., Salesforce, Zendesk, Freshdesk, Dynamics 365, Mekari, or similar)
- Exposure to digital transformation, automation, chatbot, or AI solutions for customer service is an advantage
- Professional certification in Customer Experience (CX) or Customer Service Management will be an advantage
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi