Skill diminta
CRMCustomer Service
Gaji pasar untuk posisi ini
Median Rp3,4 jt/bulan · rentang umum Rp2,5 jt – Rp4,4 jt
Berdasarkan 474 lowongan Customer Support se-Indonesia (semua level).
Lihat data gaji selengkapnya →Deskripsi
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.
Kualifikasi
- 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