Lowongan Kerja Jakarta Selatan Posisi Vp Of Customer Care di DANA

Responsibilities

• Hands-on management on delivering excellent customer service experience and ensure an upmost performance by the customer support team
• Report to our Chief Operations Officer, hence able to participate in strategic planning and process improvement on our daily operations. Proactively identifies weaknesses in areas related to ensure compliance with policies & procedures along with regulatory requirements
• Train and evaluate performance by analyzing and interpreting data and metrics to ensure high quality service and productivity
• Implement, measure and incentivise your team with metrics-based indicators and incentive schemes to maintain a high level of effectiveness and morale in the Customer Support department.
• Leverages on updated technology to improve efficiency and productivity, at the same time effectively handle red-flag tickets in a conducive environment

Requirements

• Have at least 12 years of working experience in Customer-centric services environment that requires 24/7 support.
• Fintech industry or E-Commerce business experience with fast-paced environment.
• Experience managing a very broad range of products and business complexity, our CS team is not only responsible for the customer tickets, but also for actively managing CSAT & NPS (measure, analyze, work with team improvements etc), as well as managing KYC processes.
• Having experience / exposure in Robotic Process Automation (RPA) is an advantage.
• Data driven with good analytical skills. Able to demonstrate diagnostic intuition, logical thinking, multi-task capabilities under strong pressure and fast-pace environment; have strong senses of accountability
• Excellent knowledge of management methods and techniques to think and react strategically on critical situation
• Strong customer-facing and communication skills, advanced troubleshooting and multi-tasking skills
• Skilled oral and written communication and cross-regional communication experience.
• Excellent proficiency in both Bahasa Indonesia and English.