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Customer Experience Lead

2 weeks ago

Malang, East Java, Indonesia PT Kasir Pintar Internasional Full time 3,000,000 - 6,000,000 per year

Customer Experience Lead bertanggung jawab menjalankan fungsi operasional pelanggan untuk mendukung implementasi dan keberhasilan produk serta layanan perusahaan, dengan memastikan kepuasan pelanggan, efisiensi operasional, dan standar layanan prima.

Jobdesc:

  • Merencanakan dan mengelola kegiatan operasional harian tim Customer Operations (Customer Service, Customer Success, Technical Support).
  • Memantau dan menganalisis Customer Satisfaction Score (CSAT) secara berkala untuk mengidentifikasi peluang peningkatan layanan pelanggan.
  • Melakukan mapping Manpower Planning (MPP) untuk memastikan kecukupan sumber daya dalam tim operasional pelanggan.
  • Berkoordinasi dengan pelanggan untuk mengimplementasikan sistem perusahaan sesuai kebutuhan bisnis dan standar operasional mereka.
  • Memberikan pelatihan kepada pelanggan mengenai penggunaan sistem, baik sebagai pengguna akhir maupun administrator.
  • Menyusun Standar Operasional Prosedur (SOP) pelayanan prima di perusahaan untuk memastikan kualitas layanan yang konsisten.
  • Mengelola sistem tiket untuk pelaporan bug, fitur baru, dan permintaan dukungan pelanggan.
  • Mengembangkan dan memperbarui handbook rekrutmen untuk tim frontliner pelayanan, termasuk panduan wawancara, kriteria penilaian, dan proses onboarding.
  • Mengelola transisi kebutuhan pelanggan menjadi persyaratan pengembangan produk.
  • Membuat, memeriksa, dan memperbarui dokumentasi prosedur serta proses operasional untuk meningkatkan efisiensi.
  • Memastikan standar pelayanan prima melalui pelatihan rutin untuk tim operasional.

Kualifikasi

  • S1 Manajemen, Bisnis, Teknik, atau bidang terkait.
  • Pengalaman minimal 4 tahun di Customer Operations atau posisi serupa.
  • Familiar dengan analisis CSAT, CRM, dan sistem tiket seperti Zendesk, Jira.
  • Kemampuan menyusun SOP dan panduan operasional.
  • Pengalaman dalam mapping MPP dan analisis kebutuhan sumber daya.
  • Kemampuan mengelola dan menganalisis data operasional untuk pengambilan keputusan strategis.
  • Kepemimpinan dan koordinasi tim yang baik.
  • Keterampilan komunikasi yang kuat, detail-oriented, dan mampu bekerja di bawah tekanan.