Customer Experience Manager

Date Posted: Posted30+ hari yang lalu
Salary:
Jakarta
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Job Description

Customer Experience Manager role will be an integral part of assisting, advising, and overseeing a large CX team and managing various projects. This opportunity is perfect for you if you are an analytical and dynamic thinker with project management experience (bonus points if in an e-commerce customer service capacity) and you are passionate about fostering and improving the customer experience. Ideally you will be a problem solver, always exploring how to improve processes and customer satisfaction.

Key Areas of Responsibility:

  • Ensure that all CX Specialists are consistently providing genuine, friendly, personable and professional customer service
  • Oversee management of online product review platform; reviewing responses to website reviews prior to posting
  • Partner with our warehouse shipping & operations teams to support the CX team in answering customer inquiries
  • Advise CX agents and monitor daily performance, assigning tasks and special projects
  • Monitor live channels to ensure optimal performance, making adjustments as needed
  • Report on daily team performance and KPIs
  • Proactively advise eCommerce, Sales & Marketing teams of recurring customer feedback (positive or negative) as well as requests for product
  • Represent the voice of the customer within the walls of Kasual
  • Create and Ensure CX Handbook is well maintained with any updates to process
  • Share CX Data, including volume of inquiries related to any positive or negative experiences
  • Receive and navigate CX escalations as they arise
  • Support customers in day-to-day operations alongside Customer Experience Specialists

Knowledge & Skill Requirements:

  • 5+ years customer service experience
  • Experience leading a team
  • 2-3 years experience in working with customer service e-commerce platform (web chat, ticketing CRM, etc)
  • Ability to work with time constraints, independently and with teams
  • Strong written and verbal communication skills
  • Strong attention to detail
  • Ability to thrive in a fast-paced, results-oriented environment
  • Interest in fashion & current trends
  • Team player with entrepreneurial spirit

Job Type: Contract

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Job Detail

  • Job Id
    5b25ddf308d5eee7
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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