Senior Customer Experience ( Senior English Customer Service)

PT GamerToGamer Global Group; Banten; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading tech company in Indonesia seeks a Senior Customer Experience Manager to lead a team of Customer Satisfaction Executives. Responsibilities include overseeing performance KPIs, resolving customer inquiries, and enhancing user experience processes. Ideal candidates have strong leadership skills, a Bachelor's degree, and at least 2 years of experience in customer service. This position offers a dynamic work environment.

Qualifications

• Minimum 2 years of experience in customer service or related fields required.
• Extensive experience in team leadership preferred in multinational environments.
• Strong data interpretation skills for process improvement.

Responsibilities

• Supervise and lead a team of Customer Satisfaction Executives.
• Track and ensure adherence to key performance indicators.
• Handle escalated customer inquiries and resolve complex cases.
• Collaborate with cross-functional departments for timely resolutions.
• Drive initiatives to enhance user experience and streamline workflows.

Skills

Fluent in English

Leadership skills

Analytical skills

Interpersonal skills

Problem-solving abilities

Education

Bachelor's Degree

Job description

Senior Customer Experience ( Senior English Customer Service)

Supervise and lead a team of remote or on-site Customer Satisfaction Executives, overseeing shift scheduling, performance coaching, and professional development to ensure seamless 24/7 support for a global user base.

Track and ensure adherence to key performance indicators (KPIs) across all communication channels, including response time, resolution rate, and customer satisfaction (CSAT). Proactively identify and address performance gaps on customer satisfaction executives.

Identify trends in customer inquiries, platform issues, or transaction disputes to recommend enhancements in processes, product features, or policies, driving measurable improvements in user experience and operational efficiency.

Handle and resolve escalated customer inquiries from Customer Satisfaction Executives, ensuring timely and effective resolution of complex cases.

Collaborate with cross-functional departments to achieve timely and satisfactory resolutions.

Drive initiatives aimed at enhancing the user experience, including streamlining support workflows and implementing proactive outreach to address recurring challenges.

Requirements

Requirements:

• Fluent in both written and spoken English.
• Candidate must possess at least a Bachelor's Degree in any field.
• Minimum 2 years of working experience in the related field is required for this position.
• Extensive experience leading teams, preferably within a multinational corporation, with a strong track record in project implementation.
• Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve goals.
• Excellent communication and interpersonal skills, with a pleasant and professional personality.
• Strong analytical skills with the ability to interpret data and metrics to support decision-making and process improvements.
• Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities.
• Previous experience in the marketplace industry is preferred but not required.