Customer Experience Specialist

Ginee - Global Intelligence and E-commerce Engine; Jakarta Selatan; Presencial; IDR 89.280.000 - 122.760.000; Jornada completa

Descripción de la vacante

Ginee in Jakarta Selatan seeks an Onboarding & Merchant Success Specialist to design and deliver onboarding programs, train merchants on platform tools, and drive rapid time-to-value for new users.

You will run data-driven sessions, own the resolution process for high-priority issues, coordinate with Engineering and Product, and lead renewal negotiations to extend mid-tier contracts, while implementing win-back strategies to re-engage dormant merchants.

Formación

• Experience designing onboarding programs for merchants.
• Strong data-driven training skills based on product updates.
• Ability to manage high-priority merchant issues cross-functionally.
• Proven experience in renewal negotiations and win-back strategies.

Responsabilidades

• Design and deliver comprehensive onboarding programs to reduce time-to-value for new merchants.
• Conduct data-driven training sessions based on product updates or common friction points.
• Own the end-to-end resolution process for high-priority merchant issues with cross-functional teams.
• Deliver specialized workshops on inventory synchronization and unified order management for data accuracy.
• Manage sensitive merchant interactions with empathy and professionalism to maintain brand reputation.
• Coordinate with Engineering and Product to prioritize systemic bugs affecting multi-channel sync.
• Lead renewal negotiations for mid-tier accounts to secure long-term extensions.
• Implement win-back strategies by analyzing churn data and offering tailored incentives.

Descripción del empleo

About Ginee

Launched in late 2019, Ginee is one of Asia's leading e-commerce merchant services platforms. We provide omnichannel order, warehousing, supply chain, and distribution management solutions for retailers, distributors, and suppliers. Our digital marketing arm also provides big data, multi-channel advertising, and performance marketing solutions for brands and enterprise customers.

About Ginee

Launched in late 2019, Ginee is one of Asia's leading e-commerce merchant services platforms. We provide omnichannel order, warehousing, supply chain, and distribution management solutions for retailers, distributors, and suppliers. Our digital marketing arm also provides big data, multi-channel advertising, and performance marketing solutions for brands and enterprise customers.

Today, Ginee supports 150,000+ active merchants on its platform, which has processed over a total of USD3 billion in total GMV since 2020. Currently active in Singapore, Indonesia, Philippines, and mainland China, we are rapidly expanding operations across SEA and Greater China.

As part of the Advance Intelligence Group, an Al-driven technology company with over 2,000+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders

Job Description

• Design and deliver comprehensive onboarding programs to reduce "time-to-value," ensuring new merchants are fully proficient with platform tools and features
• Conduct data-driven training sessions based on product updates or common friction points, improving overall merchant competency and platform adoption rates.
• Own the end-to-end resolution process for high-priority merchant issues, ensuring timely communication and technical troubleshooting across cross-functional teams.
• Delivered specialized workshops on inventory synchronization and unified order management to ensure merchants maintain 100% data accuracy across all sales touchpoints.
• Manage sensitive merchant interactions with a high degree of empathy and professionalism, de-escalating tense situations to maintain brand reputation.
• Coordinated with Engineering and Product teams to prioritize "systemic bugs" affecting multi-channel sync, ensuring minimal downtime during peak seasonal traffic.
• Lead the renewal negotiation process for mid-tier accounts, emphasizing ROI and platform benefits to secure long-term contract extensions.
• Implement "Win-Back" strategies by analyzing churn data and offering tailored incentives or localized support to re-engage dormant merchants.