Customer Experience Operations Manager

Polibeli (part of Xingyun Group) is a B2B e-commerce platform whose investment base originates from Singapore and is located in Jakarta, Indonesia, was founded in 2022. Our mission is to empower entrepreneurs and shop-owners to pursue their business dreams with our strong supply chain capabilities and reliable e-commerce platform. Polibeli reaches 16 cities on the island of Java, from Banten to Surabaya.

Job Responsibilities

• Responsible for overseeing the Customer Experience department, including formulating and implementing service system procedures and processes.
• Plan, evaluate, and control the overall performance indicators and budget of the Customer Experience center.
• Establish and maintain an after-sales system, addressing daily customer issues promptly, and continuously refining processes for optimal efficiency.
• Establish, uphold, and enhance the working standards and models of the Client-Server system.
• Develop Client-Server Quality Standards to ensure workflow, standardization, and effective management supervision of customer service operations.
• Devise customer service plans aimed at enhancing overall customer satisfaction.
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Job Requirements

• A Bachelor's degree in any major.
• Over 3 years of experience in managing customer service teams, preferably with relevant experience in the field or industry.
• Comprehensive professional understanding of Client-Server systems, with familiarity in Customer Relationship Management principles and methodologies.
• Strong skills in data analysis, team building and management, communication, and coordination.
• Capable of effectively representing the company's image and interests with a strong commitment to service excellence.
• Proficiency in English is required, while proficiency in Chinese would be advantageous.