Lowongan Kerja Bali Posisi Customer Experience Manager di CV Gerhana Unggul Dewata

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Perusahaan	CV Gerhana Unggul Dewata
Posisi	Customer Experience Manager
Tempat	Bali
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Manajemen & Dukungan (Call Center & Layanan Konsumen)
Gaji Min	Rp. 10.075.000
Gaji Max	Rp. 12.075.000

Key Responsibilities:

● Customer Support Leadership:
Lead and manage a multilingual, 24/7 customer experience team that assists customers
with technical issues, troubleshooting installation problems, and providing guidance.
● Customer Advice & Upselling:
Ensure the team is equipped to advise customers on the best eSIM packages and
services. Drive upselling opportunities via chat and email communication.
● Refund Management:
Oversee the management of customer refund requests, ensuring a smooth and fair
process for all parties involved.
● Review Management:
Coordinate the collection of positive customer reviews and feedback to support our
brand reputation. Proactively manage negative reviews and resolve issues where
possible to maintain customer satisfaction and protect the brand. Analyzing feedback to
identify trends, issues and areas for enhancement.
● Team Management & Development:
Recruit, train, and manage the customer experience team, ensuring the team is aligned
with the company’s customer service goals. Implement ongoing training and
performance evaluations to keep the team performing at their best.
● HR & Recruitment:
Develop and manage the HR function within the customer experience department,
including recruiting new team members, managing onboarding processes, and
maintaining a productive and supportive work environment.
● AI-Based Agents:
Lead the integration and implementation of AI-based customer service agents,
leveraging automation to handle routine customer inquiries. The ideal candidate should
have experience successfully setting up and managing AI-powered solutions to enhance
customer support.
● Performance Tracking & Reporting:
Track key performance indicators (KPIs) for the customer service team, regularly
reporting on team performance, customer satisfaction, review metrics, and other relevant
data.

Key Requirements:

● Management Experience:
Demonstrable experience in leading a team, preferably in a customer experience or
customer service role.
● HR & Recruitment Skills:
Proven track record in managing recruitment processes, onboarding, and staff
management within a customer service function.
● Industry Experience:
A strong background in working with consumer-facing, online companies that cater to
international markets. Familiarity with global customer service standards is essential, as
our service is not limited to Indonesia but serves customers worldwide.
● AI & Automation Expertise:
Experience in successfully implementing AI-powered customer support tools, including
setting up and managing automated agents to improve efficiency and customer
satisfaction.
● Customer-Centric Mindset:
A commitment to delivering excellent customer experiences and building lasting
relationships through effective support, upselling strategies, and review management.
● Technical Understanding:
Experience or familiarity with technical troubleshooting in digital products, particularly
with issues related to mobile technology or eSIMs, is a plus.
Why Join Us?:
● Be part of a globally focused tech company.
● Lead a dynamic team in a rapidly growing industry.
● Competitive salary and benefits.

What We Offer

● Impactful work: Shape a cutting-edge platform that will revolutionise travel connectivity.
● Career growth: Opportunities for professional development and advancement.
● Innovative culture: Join a team that values creativity, passion, and adventure.
● Team support: Collaborative environment where your ideas are valued and supported

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