Cx Manager
7 days ago
**Responsibilities**:
- Develop Omni channel & complaint journey to ensure Carsome provides easy access customers to send feedback.
- Investigate and solve customers' problems through close coordination with other departments (CCL, Sales, Marketing, Ops, and Product) to speed up Case Resolution time.
- Improve Company's CSAT & NPS by identifying problems and improvement plans for each customer's touch points on both wholesale and retail.
- Monitor and ensure response time for all incoming feedback meets our SLA.
- Recruit, develop and retain the best talent and provide coaching, training, and constructive feedback on a regular basis to ensure the team maximizes its contributions to the business.
- Creating effective customer care procedures, policies, and standards for each Complaint Category.
- Monitor the activities of the Customer Care team to ensure compliance with acceptable standards of Quality parameters.
**Job Specification**
- Minimum Bachelor's Degree from all major
- Excellent organisation, time management and leadership skills.
- Eager to learn with growth mindset.
- Experience in customer care role in the tech or auto industry.
- Understand the customer journey, able to identify the customer pain points.
- Strong communication and able to work with other employees from different functions.
- Good organizational and managerial skills.
- Ability to flourish with mínimal guidance, be proactive, and handle uncertainty.
- Capable to manage pressure and solve the problem in timely manner.
- Proficient in Microsoft Office and English language.
Placement : CARSOME - MT. Haryono
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