Job Information
Carsome CX Manager in MT. Haryono - East Jakarta, Indonesia
Job Responsibilities
Develop Omni channel & complaint journey to ensure Carsome provides easy access customers to send feedback.
Investigate and solve customers' problems through close coordination with other departments (CCL, Sales, Marketing, Ops, and Product) to speed up Case Resolution time.
Improve Company's CSAT & NPS by identifying problems and improvement plans for each customer's touch points on both wholesale and retail.
Monitor and ensure response time for all incoming feedback meets our SLA.
Recruit, develop and retain the best talent and provide coaching, training, and constructive feedback on a regular basis to ensure the team maximizes its contributions to the business.
Creating effective customer care procedures, policies, and standards for each Complaint Category.
Monitor the activities of the Customer Care team to ensure compliance with acceptable standards of Quality parameters.
Job Specification
Minimum Bachelor's Degree from all major
Excellent organisation, time management and leadership skills.
Eager to learn with growth mindset.
Experience in customer care role in the tech or auto industry.
Understand the customer journey, able to identify the customer pain points.
Strong communication and able to work with other employees from different functions.
Good organizational and managerial skills.
Ability to flourish with minimal guidance, be proactive, and handle uncertainty.
Capable to manage pressure and solve the problem in timely manner.
Proficient in Microsoft Office and English language.
Placement : CARSOME - MT. Haryono