Deskripsi Pekerjaan
We are seeking a highly motivated and experienced Sr. Officer - Home CX to join our dynamic team in Jakarta. In this pivotal role, you will be responsible for driving customer satisfaction and operational excellence within our Home CX division. You will act as a bridge between technical operations and customer needs, ensuring that our service standards remain industry-leading across the Circle Java region.
The ideal candidate is a strategic thinker with a passion for process improvement, data-driven decision-making, and delivering exceptional customer outcomes. You will lead initiatives to optimize the home service experience, manage cross-functional stakeholders, and implement strategies that enhance customer loyalty and brand reputation.
Tanggung Jawab
- Develop and execute comprehensive strategies to improve end-to-end Home CX metrics.
- Analyze customer feedback, service logs, and performance data to identify pain points and implement actionable solutions.
- Lead and mentor team members to ensure consistent service delivery and professional growth.
- Collaborate with internal departments (Sales, Technical Operations, and Marketing) to streamline service workflows.
- Monitor and report on key performance indicators (KPIs) related to home service quality and customer retention.
- Manage escalated customer issues, ensuring timely and effective resolution.
- Drive continuous improvement projects to optimize resource allocation and operational efficiency.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, Management, or a related field.
- Minimum 3-5 years of experience in Customer Experience, Account Management, or Operations, preferably in the telecommunications or home services sector.
- Strong analytical skills with proficiency in data visualization and reporting tools.
- Proven ability to lead teams and manage stakeholders at various levels.
- Excellent communication, interpersonal, and negotiation skills.
- Fluency in Bahasa Indonesia and professional proficiency in English.
- Ability to work independently in a fast-paced, high-pressure environment.