Senior Customer Service Development Executive

Tanggung jawab

• Develop, review, and continuously enhance Customer Service training materials and learning modules, including onboarding, product knowledge, complaint handling, and communication skills.
• Facilitate onboarding and refresher training programs to equip Customer Service agents with the knowledge and skills required to perform effectively.
• Collaborate with relevant stakeholders to identify competency gaps and deliver coaching initiatives that improve Customer Service performance.
• Maintain and continuously update the Customer Service knowledge base to ensure alignment with the latest products, policies, and operational procedures.
• Monitor and evaluate the effectiveness of training programs and recommend continuous improvements based on learning outcomes and business needs.
• Support the implementation of Customer Service capability development initiatives to drive consistent performance and customer satisfaction.

Persyaratan

• Minimum Bachelor’s degree (S1).
• Minimum 3 years of experience in Customer Service, Customer Experience, or Service Excellence functions, with experience as a CS Trainer, Customer Service Quality Assurance (QA), Senior Customer Service Executive, or Customer Service Specialist.
• Experience supporting Customer Service capability development, including onboarding, refresher training, coaching, and service improvement initiatives.
• Having working experience in premium brands or high service-standard environments, with a strong understanding of customer experience expectations and service excellence principles
• Experienced in facilitating training sessions, coaching Customer Service agents, and delivering engaging learning experiences.
• Strong ability to conduct Training Needs Analysis (TNA), identify competency gaps, and translate findings into effective learning programs.
• Strong understanding of SOP development, process adherence, knowledge management, and operational guideline implementation.
• Data-driven mindset with the ability to analyze training effectiveness, quality metrics, customer feedback, and performance indicators to identify improvement opportunities.
• Strong communication and interpersonal skills with the ability to influence, coach, and collaborate with Customer Service teams and cross-functional stakeholders.
• Good project management skills with the ability to manage training initiatives, learning projects, documentation, and continuous improvement activities.