Baru Head of Customers Operations (D2C)

Date Posted: Posted8 hari yang lalu

Salary:

Jakarta

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Job Description

Kanmo are looking for an experienced manager in Ecommerce Operations, who has successfully been managing the checkout to delivery process for home delivery orders as well as Customer Services.

Key Responsibilities:

Manage our Omnichannel Customer Services Team
Raise our levels of experience through all Omnichannel methods to International standards,
Ensuring engagement on our websites in Basket onwards are perfect
Ensuring we manage all chat, WhatsApp, phone and email channels to all our customers 7 days a week
Pro-active and deliver a level of excellence above that currently accepted by customers within Indonesia.
Show sales via our own channels and the service around them is a reason to buy direct rather than through a marketplace, while also offering the best service we can on marketplaces as well.
Need to build a culture of Customer and Process excellence that puts Kanmo at the forefront of Customer Excellence.

Requirements:

Bachelor degree holder any field.
Managerial level with minimum 3+ years experience in managing home delivery for a retailer or a 3PL that looks after retailers.
Must be used to managing carrier relationships, warehouse relationships and managing SOPs related to packaging and quality of packaging
Customer focused with key KPI's including OTIF, stock accuracy in feeds to our websites, delivery damages and handling of customer returns. As well as all your usual Customer Services KPI's like Response time, single touch resolution, CSAT etc.
Must be fluent communicate in Bahasa and English
Proficient in Microsoft Office package and filing documents.

Technical competency required:

All Customer Service Channel, marketplace store scores, Customer NPS and Customer Repeat purchase levels after contact

Department Digital & Omnichannel Role Customer Operations Locations Head Office

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Job Detail

Job Id

bc134a49bf0da0ae
Location

Jakarta
Company
Type

Private
Employment Status

Permanent
Positions

Available
Career Level

Experience
Gender

Male/Female