Customer Experience Manager

Role Description

This is a contract role for a Customer Experience Manager. The Customer Experience Manager will be responsible for managing a team and ensuring high levels of customer satisfaction. This is an on-site role located in Jakarta, Indonesia.

Qualifications

• Customer Satisfaction and Customer Experience skills
• Analytical and Communication skills
• Experience in Customer Service
• Ability to manage a team and work under pressure
• Bachelor's degree in Business Administration or related field
• Experience in the logistics or e-commerce industry is a plus
• Fluent in both writing and spoken Bahasa and English

Responsibilities

• Responsible of Customer Experience indicators (NPS, customer satisfactions, contact ratio, and chum)
• Responsible for data and analytic across CX/CS
• Lead data team to collect, analyze, and interpret customer interactions data to identity requirements and information useful in optimizing Customer Experience.
• Provide insight and initiative to continuously improve Customer Experience through business process and system improvement.
• Liaise with Operations, Marketing, Sales and advertising units to analyze customer feedback and develop programs effective for improved Customer Experience
• Lead project related to Customer Experience improvement.
• Build robust SOP across Customer Care Division which meets customer expectations.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.