Date Posted:

Salary:

Job Description :

Collect, analyze and disseminate quality insights (including in-depth root cause analysis) to stakeholders and provide recommendations for operational improvements.
Develop or update company complaint and inspection procedures to ensure capture and investigation, as well as proper documentation of complaints
Ensure the effective and efficient usage of the customer complaint management process/ system and customer feedback mechanisms
Plan, execute and oversee inspection and testing of handling process to customer also confirm quality conformance to specifications and quality deliverables
Provide insights to the entire Tokopedia team in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitoring their achievements on a periodic basis.
Ensure customer complaints are attended to in a prompt manner and satisfactorily resolved.
Ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Tokopedia service quality efforts, to the extent applicable.

Requirements :

Min. Bachelor's degree from any majors (Business, Management, Statistics, Mathematics, or Psychology is preferable).
Experienced in Service Quality, Customer Experience, Business Insights/Analytics, Marketing Research or related field (1-2 years)
Strong critical thinking, analytical skills, problem-solving capabilities also decision-making skills.
Great team player with the ability to work with minimal supervision also a Fast-paced, independent thinker.
Good communication skills and proficiency in English, both verbal and written
Obsessed with the customer experience and influencing skill to voice out customer feedback to high-level stakeholder within organizations
In-depth understanding of industry standards - Have both qualitative and quantitative research skills at the same time have knowledge of quality assurance terminology, methods, techniques, and tools.
Superb in processing data (collection & analysis) and expert in operating excel.
Experienced in using CRM (Salesforce/Zendesk), Project Management tool (Jira), LMS, and other related tools in the contact center