Customer Experience Specialist
7 days ago
Ensure our customers can have an easy transaction and understanding of our products according to their needs.
Conduct outbound calls and other techniques to encourage activity from customers and monitor live chat inbound inquiries for the marketplace (Tokopedia, Shopee, Lazada, etc)
Help make decisions on operations, products, and technology based on findings from users & collect feedback based on customer interactions
Managing FAQ, CS Manual Book (SOP), and process at our marketplace (Tokopedia, Shopee, Lazada, etc)
Present reports and realistic problems or situations on a weekly and monthly basis to Digital Marketing Manager
Responsible for any ad-hoc projects from users and teams
Bachelor's degree from any major
Min 2 years of working experience in Customer Experience/ Service at Marketplaces are preferred
Customer-oriented attitude and mindset
Good communication skills and problem-solving
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
Stay up to date with the latest technology and best practices
Proficient in English, both oral and written is a plus
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