Customer Excellence Specialist


  • South Jakarta, Indonesia
    South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
  • Full time
Posted 18 days ago and deadline of application is on 24 Nov
Recruiter was hiring 2 hours ago

Customer Excellence Specialist


Job Description

  • Ensure customer service partners achieve daily KPIs.
  • Monitor team’s performance on daily basis through all monitoring tools.
  • Provide leadership, guidance and support to the Customer Service.
  • Act as first tier problem resolution for issues escalated by the team members.
  • Select and explain best solutions to solve given problems in the context of customer service.
  • Analyse data and statistics to isolate and identify areas of improvement
  • Implementing adjustments or corrections and following up to ensure resolution.
  • Identify & escalate detected issues to related engineering team or other stakeholders.
  • Monitor and evaluate team performance including call, email, and chat.
  • Periodically report to management on service performance and related topics
  • Lead weekly meeting with departments or divisions and necessary stakeholders
  • Work with operation analyst on customer service initiatives
  • Help with training and skills development of the Customer Service Organization.
  • Serve as escalation point for cases that cannot be resolved by Customer Experience team

Minimum Qualifications

  • 4 years’ experience in call center / customer support in a quality assurance / improvement role.
  • Ability to effectively manage cross-functional projects.
  • Experience in vendor management a plus.
  • Experience in managing to performance targets desired.
  • A strong understanding of customer service principles.
  • Experience working with a 24-hour operation desired.
  • Experience in call centers, service industries, and/or consulting a plus.
  • Experience in e-commerce or online business preferred.
  • Project management experience, able to work independently on multiple concurrent initiatives.
  • Demonstrated problem-solving skills, strategic and analytical capabilities.
  • Result-oriented, problem solver, analytical skill, and customer-focused.
  • Excellent command of spoken and written English and Vietnamese.

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Office Address
South Jakarta, DKI Jakarta, Indonesia
E-Commerce Agriculture
1 opening

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About TaniHub

TaniHub is an Indonesian Agriculture E-commerce solving problems in the supply and distribution chain of agriculture produces. Through the platform and network, TaniHub connect farmers with people in the market to enable farmers selling agriculture products with fair price and sustainable quantity. Established in late 2015 as an on-demand application to deliver vegetables from farms to houses, in July 2016, TaniHub started to become a Business to Business suppliers for all Agriculture Commodities – Fruit, Vegetable, Poultry, Fishery, Livestock. With the support of TaniXpress, inhouse fresh-products delivery fleet, since October 2017 TaniHub expands to wider online channels, reach more SME’s, Restaurants, Resellers, and end users. TaniHub wants to be the First Choice in delivering agriculture products from farms to market with affordable price, efficient sourcing, and reliable supply chain. The aim is to bring forward Indonesia by giving market access to as many farmers as possible. By building and growing an integrated agriculture marketplace, the technology will benefit significantly to the growth of agriculture ecosystem in Indonesia.