Date Posted:
Salary:
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Job Description

Location: Indonesia Department: Customer Service Location: Indonesia Job Description 1. Provide actionable insights into experiential pain points within the buyer & seller journey through qualitative and quantitative analysis and lead engagements by identifying and collaborating with key project stakeholders across the organization to steer improvement projects
2. Develop a data-backed business strategy by taking a critical view of existing business strategy and supporting the internal teams within Customer Care in executing the strategies
3. Deep dive into key buyer & seller satisfaction scores (NPS/PSAT) and share actionable insights to operational stakeholders to enable continuous improvements towards elevated Customer Experience
4. Oversee the overall Customer Care communication (which includes managing crisis, service recovery, and social media management) and collaborate with Marketing/PR/other key business stakeholders across Lazada to uphold and support the guiding principles for customer communications per Lazada’s brand
5. Formulate engagement strategy to establish and grow Lazada community group as a preferred and trusted platform, and maintain a healthy buyer/seller community to promote sharing and open discussions among buyers/sellers, and strengthen our relationships with members creating a bridge between Lazada and consumers
6. Create visibility through an organization-wide communications channel to build a stronger awareness of customer sentiment and asks
7. Drive culture shift towards Customer First mindset in the organization and create awareness of current issues which needs attention to solve
8. Leading multiple engagement sessions and C-level presentations
Job Requirements 1. Bachelor’s degree (or above) preferably in a quantitative field like Economics, Mathematics, Statistics, or Engineering
2. 5-8 years in VOC, customer insights and research, competitive monitoring, or analytical role
3. Capable of prioritizing multiple projects to meet deadlines
4. Able to manage the impacts of stress and anxiety
5. Excellent analytical capabilities and very high attention to detail when it comes to data quality
6. Very high inherent levels of curiosity and high degree of positivity when faced with significant challenges
7. Solid relationship building skills
8. Strong written and verbal communication skills
9. High degree of ownership towards quality of own work

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Job Detail

  • Job Id
    abf948bfff6c8bc4
  • Location
    id
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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