Customer Experience Specialist

Job Description:

- 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

**Requirements**:

- 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

**Salary**: Rp5,000,000 - Rp7,000,000 per month