Deskripsi Pekerjaan
Join our award-winning team at Nusantara Digital Solutions, where customer obsession drives innovation! We're seeking a Customer Service Excellence Lead to revolutionize our client experience strategy. This pivotal role combines data-driven insights with human-centric solutions to transform how we engage with our 500K+ active users across Indonesia.
Enjoy competitive benefits including health insurance, performance bonuses, and professional development funds. Work in our modern Jakarta headquarters with flexible hybrid options and a culture that celebrates both individual contributions and collaborative wins.
Tanggung Jawab
- Design and implement omnichannel customer journey maps optimizing touchpoints across chat, email, and social platforms
- Analyze customer feedback data to identify pain points and drive service improvements
- Lead a team of 8 specialists through mentorship and performance coaching
- Develop KPI frameworks measuring NPS, CSAT, and resolution efficiency
- Collaborate with product teams to translate customer insights into feature enhancements
- Create crisis management protocols for high-impact service disruptions
- Train staff on advanced empathy techniques and conflict resolution
Kualifikasi
- Bachelor's degree in Business, Communications, or related field
- 5+ years in customer leadership with 2+ managing teams
- Proven expertise in Zendesk/Salesforce and CRM analytics
- Fluency in Bahasa Indonesia and English (written/spoken)
- Certification in Customer Experience Management preferred
- Experience scaling customer operations in high-growth tech environments
- Data visualization skills (Tableau/Power BI)
- Understanding of Indonesian consumer behavior patterns