Deskripsi Pekerjaan:

About The Role

As a Customer Experience you will enhance customer experience and drive business growth by managing customer interactions across channels like social media, WhatsApp, and online marketplaces. The focus will be on ensuring customer satisfaction, increasing retention, and attracting new customers.

This individual will oversee the customer service team, ensuring high-quality support and effective issue resolution. Analyzing performance metrics, you will identify trends and opportunities for improvement, collaborating with marketing on initiatives to acquire new customers.

This role is perfect for someone passionate about optimizing customer relationships and making a meaningful impact in a dynamic environment.

Job Responsibilities

1. Customer Satisfaction: Ensure effective resolution of inquiries and feedback across multiple channels.
2. Retention Strategies: Develop strategies to improve customer retention and address churn factors.
3. Attracting New Customers: Analyze market trends to identify opportunities for growth and collaborate with marketing on campaigns to attract new customers.
4. Team Management: Oversee daily operations of the customer service team, ensuring high-quality service delivery
5. Performance Analysis: Monitor and evaluate the performance metrics of the customer service team. Provide regular reports and insights to management for decision-making.

Kualifikasi:

Requirements

1. Bachelor’s degree in Business, Marketing, Communications, or a related field. 
2. Proven experience in customer service or CRM operations, managing customer service teams and enhancing customer satisfaction for 3-5 years.
3. Excellent communication and interpersonal skills to interact effectively with customers and team members. 
4. Proficiency in CRM software and customer service platforms.
5. Customer-focused, problem-solver, and able to thrive in a fast-paced environment.