Customer Experience

7 days ago

Jakarta, Jakarta, Indonesia Amway Indonesia Full time 10,000,000 - 20,000,000 per year

Job Purpose:

To enhance Amway's customer satisfaction through exceptional customer experience management and after-sales service. This role combines analytical capabilities with structured thinking to develop and manage Standard Operating Procedures (SOPs) across functions, oversee customer care operations, and ensure business decisions are supported by accurate data analysis.

Primary Responsibilities:

  • Gather, analyze, and interpret business and customer data to identify trends, gaps, and opportunities.
  • Provide actionable insights and recommendations to the leadership team based on the data and trends analyzed.
  • Lead and develop customer experience initiatives for our retail store (e.i, loyalty program) and align with the retail operations team for the implementation.
  • Identifies all the touchpoints ABO goes through, from their first contact to post-purchase, and pinpoints the challenges ABO faces at each touchpoint.
  • Oversee third-party customer service operations, ensuring adherence to Amway's service standards and proactively resolving customer issues.
  • Develop and implement customer satisfaction metrics, monitoring performance to identify improvement opportunities.
  • Assist the Head of Operations by recommending solutions and implementing corrective action for major or complex operational issues.
  • Conduct business performance reviews with vendors and provide adequate training to ensure positive interaction with the brand at each touchpoint.
  • Lead the development and management of SOPs across channels, ensuring streamlined, efficient, and consistent service delivery.
  • Oversee service and warranty management programs, working closely with the After Sales Manager to ensure timely and effective handling of customer complaints and product-related issues.
  • Foster a culture of continuous improvement by identifying trends, leveraging customer feedback, and implementing enhancements across service operations.
  • Collaborate with a cross-functional team to deliver positive customer experience.

Required Skills and Competencies:

  • Expertise in managing customer experience and delivering solutions that meet customers' expectations.
  • Strong analytical and problem-solving skills with the ability to interpret customer data and feedback.
  • Has a deep understanding and thorough knowledge of Indonesian consumers.
  • Expertise in developing and implementing customer support programs that address specific customer requirements.
  • Strong strategic thinking & planning abilities to develop strategy planning capability across all platforms and process improvement initiatives.
  • Influencing & negotiation skills to engage with third-party providers and internal teams effectively.
  • Pays attention to and is meticulous with the details of any given problem or situation.
  • Experienced in crisis management to resolve complex customer issues efficiently.
  • Knowledgeable in technical products and services, as well as warranty management for accurate issue resolution.
  • Proficiency in relationship management to build vendor partnerships and ensure alignment with Amway standards.
  • Understand the industry standards for service centers, eCommerce online returns, and warranty management to help Amway stay competitive.
  • Proven track record in continuous improvement Initiatives to enhance operational effectiveness.
  • Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
  • Proficient in English for both written and verbal communication.

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