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