VP Customer Service / Customer Excellence (Tech Startup)

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

  • Be part of well known startup
  • Good remuneration for successful candidate

About Our Client

Our client is one of the biggest ecommerce enabler platform, seeking VP level customer service expert. As their Head of Customer Excellence, you are the torchbearer of a customer-centric culture that leads to greater customer experience.

Job Description

  • Led national customer excellence operations as one of the company's key central operations teams consisting of outsourced customer service teams and internal to support customers.
  • Establish customer service functions from ground up with an optimal composition of in-house and BPO teams accountable for resolving support inquiries and managing internal projects and product initiatives.
  • Responsible for all customer service activities, which include providing the necessary assistance and guidance to customers, as well as resolving any complaints, inquiries, or other issues in general.
  • Monitor customer service team performance and quality.
  • Oversee the strategic development and continuous optimization of performance, SOP, training documentation, and quality assurance measurements.
  • Ensure the team to maintain good relationship with customers.
  • Collaborated cross functionally with internal stakeholders and mobilized projects in order to seek optimization in customer excellence processes.
  • Present meaningful findings and insights to management by translating voice of customers.

The Successful Applicant

This role is based in Jakarta and only looking for qualified candidate

  • Min Bachelor Degree from well-known university.
  • Senior leadership experience as VP/head level in customer service division.
  • Proven experience setting up CS team from ground
  • Understanding of ecommerce business and its dynamics
  • Excellence Indonesian language and English is a MUST, both writing and speaking
  • Outstanding interpersonal and communication skill to collaborate with internal stakeholders and customers
  • Strong leadership and analytical skill to leverage data insight
  • Software skills: Microsoft Office, CRM tools, SQL.

What's on Offer

  • Be part of well known startup
  • Exciting growth and learning opportunities
  • Good remuneration for successful candidate
  • Customer Service function is yours to own
  • Excellent growth opportunity
Contact Stanford Gunawan Quote job ref JN-122021-4562140 Phone number +62 21 2958 8868

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Job Detail

  • Job Id
    e9413524dad265b5
  • Location
    Jakarta
  • Company
    Michael Page
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact Michael Page

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