Deskripsi Pekerjaan
Join Talentvis as a Customer Experience Manager (Building Material) and lead transformative customer journeys in the construction industry. This pivotal role requires you to orchestrate end-to-end customer service and after-sales operations, ensuring exceptional satisfaction at every touchpoint. You'll develop innovative strategies to resolve complex inquiries, implement service recovery protocols, and drive loyalty through personalized solutions. As a key stakeholder, you'll collaborate with cross-functional teams to align customer-centric initiatives with business objectives while maintaining industry-specific compliance standards. Your expertise will directly influence retention rates and brand reputation in the competitive building materials sector.
Tanggung Jawab
- Oversee customer service and after-sales operations to maintain >95% satisfaction scores
- Develop and implement CX strategies for building materials clients (e.g., technical support, warranty claims)
- Lead and mentor a team of 10+ customer service representatives
- Analyze customer feedback to identify service gaps and implement corrective actions
- Optimize CRM systems for streamlined customer interaction management
- Coordinate with logistics and product teams to resolve delivery/installation issues
- Prepare monthly CX reports with actionable insights for leadership
Kualifikasi
- Bachelor's degree in Business, Marketing, or Engineering (Master's preferred)
- 5+ years in customer experience management, preferably in construction/building materials
- Proven track record of improving NPS by 20+ points
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and data analytics tools
- Strong Bahasa Indonesia and English communication skills
- Experience managing remote teams and cross-departmental projects
- Knowledge of building material regulations and industry standards