Customer Experience Specialist Jobs

:

• Present reports and realistic problems or situations on a weekly and monthly basis to Digital Marketing Manager
• Managing FAQ, CS Manual Book (SOP), and process at our marketplace (Tokopedia, Shopee, Lazada, etc)
• Collecting all issues related to our selling products (returns, complaints, etc from any sources such as social media, email, and chats) and collaborating with internal departments in handling the cases both B2B or B2C.
• Ensure our customers can have an easy transaction and understanding of our products according to their needs.
• Help make decisions on operations, products, and technology based on findings from users & collect feedback based on customer interactions
• Responsible for any ad-hoc projects from users and teams
• Conduct outbound calls and other techniques to encourage activity from customers and monitor live chat inbound inquiries for the marketplace (Tokopedia, Shopee, Lazada, etc)

Requirements:

• Experience in using CRM (Qontak, Salesforce, Zendesk, etc)
• Enjoys working in a fast-paced environment with an entrepreneurial spirit and willingness to constantly innovate processes
• Good communication skills and problem-solving
• Min 2 years of working experience in Customer Experience/ Service at Marketplaces are preferred
• Customer-oriented attitude and mindset
• Bachelor's degree from any major
• Stay up to date with the latest technology and best practices
• Proficient in English, both oral and written is a plus