User Experience

2 weeks ago

West Jakarta Jakarta, Indonesia PT Transisi Mobile Indonesia Full time 8,000,000 - 12,000,000 per year

Job Description:

  • Monitor core aftersales data (CSAT-Customer Satisfaction, NPS-Net Promoter Score) on a weekly/monthly/quarterly/yearly basis, generate analysis reports, and identify key issues
  • Promote responsible teams to implement improvement plans for issues identified in the data, and track the effectiveness of improvements
  • Collect and organize customer feedback during the aftersales service process, generate monthly feedback reports, and provide a basis for operational strategy optimization.
  • Design an aftersales user follow-up mechanism (such as phone calls, text messages, questionnaires) to understand user satisfaction and identify potential risks.
  • Collaborate with responsible teams to simplify aftersales operation steps and develop standard guidelines to promise customer experience
  • Monitoring Asia Pacific aftersales team

Requirements:

  • Proficient in English
  • Promote responsible teams to implement improvement plans for issues identified in the data, and track the effectiveness of improvements
  • Collect and organize customer feedback during the aftersales service process, generate monthly feedback reports, and provide a basis for operational strategy optimization
  • Design an aftersales user follow-up mechanism (such as phone calls, text messages, questionnaires) to understand user satisfaction and identify potential risks
  • Collaborate with responsible teams to simplify aftersales operation steps and develop standard guidelines to promise customer experience.

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