Customer Service Assistant Manager

Tanggung jawab

• Drive end to end customer experience across customer service and service ambassador
• Ensure all customer inquiries, complaints and requests are handled accurately and in a timely manner
• Align service standards and customer handling across all customer facing roles
• Monitor service quality, response time and adherence to SLA across teams
• Identify recurring issues and customer pain points and propose improvements
• Implement Corrective and Preventive Actions (CAPA) to improve service quantity and quality and reduce complaints
• Analyze qualitative and quantitative data to identify recurring issues, customer pain points and operational bottlenecks.

Persyaratan

• Min. Bachelor degree in any major
• Min. 5 years experience in Customer Experience (CX), Customer Service, Quality management and data analysis is an advantage.
• Experience in training and coaching customer facing teams (CS, sales, service ambassadors)
• Familiar with Customer service systems (CRM, ticketing tools, reporting dashboards)
• Ability to perform Corrective and Preventive Action (CAPA) analysis