Customer Service Assistant Manager
Role overview
Deskripsi pekerjaan
Drive end to end customer experience across customer service and service ambassador. Ensure all customer inquiries, complaints and requests are handled accurately and in a timely manner. Align service standards and customer handling across all customer facing roles. Monitor service quality, response time and adherence to SLA across teams.
Tanggung jawab
Responsibilities
- Drive end to end customer experience across customer service and service ambassador
- Ensure all customer inquiries, complaints and requests are handled accurately and in a timely manner
- Align service standards and customer handling across all customer facing roles
- Monitor service quality, response time and adherence to SLA across teams
- Identify recurring issues and customer pain points and propose improvements
- Implement Corrective and Preventive Actions (CAPA) to improve service quantity and quality
- Analyze qualitative and quantitative data to identify operational bottlenecks
Yang perlu disiapkan
Job requirements
- Min. Bachelor degree in any major
- Min. 5 years experience in Customer Experience (CX), Customer Service, Quality management and data analysis
- Experience in training and coaching customer facing teams
- Familiar with Customer service systems (CRM, ticketing tools, reporting dashboards)
- Ability to perform Corrective and Preventive Action (CAPA) analysis
Benefit
Fasilitas dan benefit
- Competitive Salary
- Medical Insurance
- THR / Bonus system
Tools
Tech stack dan tools
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Ambil keyword
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Sesuaikan CV
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MR.DIY Indonesia
Jakarta Selatan
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