Customer Experience Coordinator

English 1 Indonesia; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading education service provider in Indonesia is seeking a Customer Experience Coordinator to analyze customer insights and improve service quality. In this role, you'll manage data across various touchpoints, ensuring effective monitoring of customer interactions and feedback. You'll work closely with cross-functional teams to implement strategic initiatives, enhance retention strategies, and ensure high service standards. This is a great opportunity for someone with strong analytical skills and a passion for customer service.

Qualifications

• 2-4 years of experience in customer experience, data analysis, or service management.
• Strong analytical skills to interpret customer data and performance metrics.
• Experience in escalation handling and service recovery processes.

Responsibilities

• Gather and analyze customer experience data to identify trends and pain points.
• Develop and maintain CX dashboards for tracking KPIs.
• Provide data-driven recommendations to improve customer satisfaction.

Skills

Customer experience management

Data analysis

Communication

Problem-solving

Excel proficiency

Education

Bachelor’s degree in Math/Statistics, Business, Marketing, Communications, or related field

Tools

Excel

Sprout Social

CRM platforms

Job description

Job Overview

The Customer Experience Coordinator plays a key role in analyzing customer insights and trends to drive strategic improvements within the CX department. This role is responsible for managing customer experience data across multiple touchpoints, including NPS automation, the Mystery Shopper program, Google Reviews, social media engagement, and customer service channels. By identifying patterns and areas for improvement, the coordinator helps optimize customer interactions, enhance retention strategies, and support ongoing service excellence. Additionally, this role ensures seamless escalation management, coordinates with regional and center teams, and provides actionable insights to enhance the overall customer experience.

The Customer Experience Coordinator reports to the Head of Customer Experience, working closely with the CX Insight Manager, and contributes to the development of service strategies, operational improvements, and experience‑based decision‑making across the organization. The coordinator ensures that insights gathered from customer data are translated into meaningful initiatives that align with the company’s goals for quality, retention, and brand trust.

Responsibilities

• Gather, analyze, and interpret customer experience data to identify trends, pain points, and areas for improvement.
• Develop and maintain CX dashboards to track key performance indicators (KPIs) such as NPS scores, customer sentiment trends, response times, and resolution effectiveness.
• Use analytical tools like Excel, Sprout Social, and CRM platforms to generate reports with actionable insights.
• Provide data‑driven recommendations to the CX leadership team to improve customer satisfaction, service quality, and operational efficiency.
• Monitor customer journeys and proactively suggest enhancements to optimize touchpoints.
• Oversee NPS automation, ensuring accurate data collection, segmentation, and reporting.
• Monitor the Mystery Shopper program dashboard, analyzing results to identify strengths and service gaps.
• Present key insights and recommend training or process adjustments based on customer experience data.
• Monitor and respond to Google Reviews using Sprout Social, ensuring timely and professional engagement.
• Track and analyze customer feedback, questions, and concerns on social media platforms.
• Identify recurring customer pain points from online feedback and work with internal teams to improve service quality.
• Act as the primary escalation point for complex customer concerns requiring intervention.
• Notify regional and center teams of negative or passive feedback based on Standard Operating Procedures (SOP) and Service Level Agreements (SLA).
• Ensure escalated cases are handled efficiently and track resolution effectiveness.
• Maintain clear documentation of customer escalations, resolutions, and follow‑up actions.
• Leasing all processes with all CX vendors; pitching, agreement, invoicing, final reporting.
• Identify process inefficiencies within customer service and experience workflows and propose solutions.
• Support CX leadership in developing strategic initiatives for improving customer retention and service excellence.
• Provide recommendations to enhance engagement strategies, service recovery processes, and digital transformation projects.
• Serve as a key liaison between Customer Contact Agents, internal teams, and external partners for all CX‑related matters.
• Train and support Customer Contact Agents on best practices for customer engagement, issue resolution, and reporting.
• Present findings and reports to the CX head, regional teams, and business stakeholders, ensuring alignment on key initiatives.

Qualifications

• Bachelor’s degree in Math/Statistics, Business, Marketing, Communications, or a related field.
• 2‑4 years of experience in customer experience, data analysis, or service management.
• Strong analytical skills with the ability to interpret customer data and key performance metrics.
• Excellent communication and problem‑solving skills for coordinating across teams and handling escalations.
• Proficiency in Microsoft Excel (pivot tables, data visualization), PowerPoint, and CX tools (Sprout Social, CRM platforms, NPS dashboards).
• Experience in escalation handling, customer feedback management, and service recovery processes.
• Ability to work collaboratively across departments while also taking initiative independently.

Location: West Jakarta, Jakarta, ID