Job Description
We are actively seeking a self-driven individual to work directly with the Global Head of Operations & Customer Excellence. From day one, you will be given 100% ownership, be challenged to think creatively and overcome business challenges in a fast-paced team environment. This position gives you the opportunity to make substantial and fast applicable changes in a rapidly growing Rocket Internet backed digital start-up. You will be challenged to analyze data to solve complex problems, and identify insights and opportunities in a team environment. Most importantly you will understand the vital importance of Customer Relationship management at every point of interaction, and be committed to building a team that shares your enthusiasm and demonstrated skills.
Responsibilities
- Provide leadership, insight, and clear communication (written and verbal) to the team on Customer Excellence best practice.
- Methodically analyse sample cases of customer interaction in order to produce actionable insights.
- Track, analyze and report on Customer Excellence metrics.
- Monitor customer feedback and impact of new and existing initiatives on services and customer satisfaction. Utilise the feedback to review and improve services for the future.
- Work closely with other teams to identify the roots of potential problems and develop sustainable solutions.
- Train, support and recruit a team of dedicated and effective Customer Excellence analysts.
- Develop and execute appropriate and robust policies and CS practices to deliver an effective case management and excellent customer support.
Minimum Qualifications
- Fluent in spoken and written English
- Minimum 1-2 years experience in QA/CS/HR functions at a call centre or large business.
- Clear and precise communicator; strong grasp of nuance and grammar in both English and Bahasa
- High attention to detail
- Calm and thoughtful attitude to problem solving, with the ability to explain concepts and insights to colleagues and team members
- Emotional intelligence and good judgement skills (B2C nature of the role)
- Pro-active, independent and passionate about working in a start-up environment
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Administration and Coordination
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Sudirman Park, Rukan Blok C, No. 38, Central Jakarta, DKI Jakarta, Indonesia