Company Name: LAZADA.CO.ID
Location: Jakarta Raya
Posted Date: 09/10/2024 21:30
Salary:
Job Description
- Job Description
- The Manager/Senior Manager of Customer Experience will play a pivotal role in shaping the customer service processes within our logistics operations. This position is designed for a strategic leader who can establish foundational customer service processes, maintain high levels of client satisfaction, and work collaboratively with business and operations teams to pinpoint opportunities for improvement and resource needs.
Key Responsibilities:
• Establish Customer Service Processes:
Develop and implement best practices for customer service processes, ensuring alignment with the company’s vision and values.
• Client Experience and Satisfaction:
Regularly monitor and assess client feedback, responding proactively to inquiries and complaints while maintaining high customer satisfaction levels.
• Collaborate with Business and Operations Teams:
Work closely with cross-functional teams to identify bottlenecks in service delivery, recommend actionable solutions, and streamline operations to enhance the customer experience.
• BPO and Customer Service Team Setup:
Identify and source required resources for BPO operations, including selecting and setting up customer service departments that meet operational needs and quality standards.
• Conduct Satisfaction Surveys:
Design and execute satisfaction surveys for both sellers and buyers to collect feedback, analyze results, and develop improvement strategies based on findings.
• Performance Metrics:
Establish KPIs and performance metrics to track customer service effectiveness and efficiency, adjusting strategies as needed to meet organizational goals.
• Training and Development:
Lead training initiatives for customer service staff to ensure they are equipped with the necessary tools and knowledge to provide exceptional service.
• Customer Journey Mapping:
Analyze and map the customer journey to identify and eliminate pain points, ensuring a smooth and positive experience for all clients.
- Job Requirements
- • Bachelor’s degree in Business Administration, Logistics, or a related field; Master’s degree preferred.
- • Minimum of 5 years experience in customer experience management, particularly in logistics, supply chain, or a similar industry.
- • Proven experience in establishing customer service processes and leading a team.
- • Strong analytical skills with the capability to interpret data and derive actionable insights.
- • Excellent communication and interpersonal skills, with a customer-centric mindset.
- • Ability to thrive in a fast-paced environment and manage multiple priorities.
- • Fluency in Bahasa, English – ability / fluency in Chinese language will be a plus