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Job Description

Location: Indonesia Department: Customer Service Location: Indonesia Job Description 1. Working closely with the BI team and relevant stake holders to analyze the NPS trend and platform friction in order to propose buyer experience improvement’s project
2. Prepare and communicate NPS weekly and monthly report to the stakeholders
3. Design, conduct and analyze quantitative studies through online survey
4. Familiar with qualitative survey and able to arrange the end to end research design and preparation is a plus
5. Act as the VOC – BI to expedite analysis process from multiple surveys or operational key metrics
6. Working closely with all the VOC counterparts including regional team to maintain NPS response volume, FBI dashboard and survey tools
7. Maintain the auto transactional notification and or add any new notification’s logic if necessary
8. Manage the BPO agents (NPS call out team), ensure the productivity is delivered as per target (70 success calls/agent/day)
9. Cross functional collaboration (project management) to improve buyer experience in the area of “Cancellation and Refund”, “Return and Refund” and “Delivery”.
Job Requirements 1. Min 2 years of experience in the CX/marketing area supported by SQL and excel skills
2. Eager to learn new things, especially related with customer insight, behaviour, market research
3. Digital savvy, familiar with CRM tools is an advantage
4. Positive attitude towards meeting tight deadlines and going to the extra mile
5. Strong sense of ownership and accountability
6. Strong analytical skills and business understanding
7. Collaborative, good communication and presentation skills
8. Able to conduct market research or data science modelling

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Job Detail

  • Job Id
    66ccb67677201eda
  • Location
    id
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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