As a Service Excellence Manager at PT Pasifik Cipta Solusi (PCS Payment), you will be responsible for leading and managing the overall customer experience strategy and initiatives for our digital payment solutions, particularly focusing on the EDC Android machine deployed across client merchants nationwide. You will play a crucial role in ensuring that our customers have a seamless and delightful experience throughout their journey with our products and services.
Key Responsibilities:
- Develop and implement customer experience strategies, policies, and procedures to enhance customer satisfaction and loyalty.
- Lead a team of customer service representatives to deliver exceptional service and support to merchants and end-users of PCS EDC Android machines.
- Analyze customer feedback, complaints, and data to identify areas for improvement and develop action plans to address them.
- Collaborate with internal stakeholders such as product development, sales, and marketing teams to ensure alignment with customer needs and expectations.
- Conduct regular training sessions for staff to enhance their customer service skills and product knowledge.
- Oversee the resolution of escalated customer issues and ensure timely and effective solutions.
- Monitor key performance indicators (KPIs) related to customer experience and implement measures to achieve targets.
- Stay updated on industry trends and best practices in customer experience management to drive innovation and continuous improvement.