Operation

Customer Experience Specialist

West Jakarta, Jakarta
Work Type: Contract
We are seeking an experienced Customer Experience Specialist to join our team and improve our customer experiences. You will be responsible for statistically analyzing various operational data and adjusting operational strategies in a timely manner, handling any operational issues and customer complaints, identifying ways to improve customer experiences.

Responsibilities:
  • Monitoring the flow of a workplace and optimize day-to-day activities based on SOP
  • Track customer experiences across channels, and touchpoints
  • Investigate and solve customers problems, which may be complex or long-standing problems that have been passed on by customer service agents
  • Responsible for any operational issues/customer complaints
  • Identifying ways to improve customer experiences
  • Monitoring the inventory stock process and stock requisition process from the store
  • Preparing monthly customer service and sales Key Performance Indicator (KPI)
  • Make daily and monthly operational reporting
Qualifications:
  • Bachelor’s Degree preferred
  • Minimal 2 year of experience in an customer experience role of similar capacity
  • Attention to detail and having the ability to multitask, prioritize, and manage time efficiently
  • Experience communicating with customers through email, live chat, and phone.
  • Having passion in the retail company and e-commerce
  • Good communication and collaboration skills
  • Good personality and fast learning
  • Strong problem-solving and time management skills
  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, and Excel) and Inventory

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