Total 31 customer experience manager job vacancies in Customer Service category in Jakarta, Jakarta

1. Melayani informasi, permintaan dan keluhan atas jasa layanan Telkomsel bagi seluruh pelanggan Telkomsel

2. Membuat eskalasi permasalahan pelanggan yang tidak dapat diselesaikan melalui tiket Cookies atau media lain yang ditentukan kepada fungsi

3. Service Operation Support.

4. Mengidentifikasi dan mencatatkan tujuan atau permasalahan pelanggan/calon pelanggan datang ke GraPARI di aplikasi yang telah ditentukan oleh Telkomsel.

- Monitoring the floor to ensure it remains conducive both Internal and Vendor OS.

- Ensure that there are no missed escalations

- Ensure all tickets are handled properly

- Carrying out coaching, feedback and counseling

- Ensure agent quality

- Conduct analysis and assessment of team performance

- Carry out operational monitoring to ensure that KPIs are maintained according to the SLA

- maintain KPI parameters such as CSAT, AHT, FCR, etc. to comply with SLA. 

- Understand data analysis in contact center scopes (Budgeting, Man Power capacity, Scheduling and Shifting validation, Efficiencies projects relate business and services process improvements)

- Make improvements to achieve KPI and budget skill analysis to ensure budget absorption is managed properly.

• Minimum 8 years of customer experience field.
• Collaborates in the implementation and execution of project delivery, monitors team performance, ensures service quality, and drives achievement of KPIs.
• Highly attuned to customer feedback, with the ability to anticipate and effectively manage unexpected situations or complaints.
• Skilled in organizing performance coaching sessions for team members, driving continuous improvement, and managing staff retention.
• Experienced in overseeing internship operations and administration, leveraging data-driven insights to inform decision-making.
• Strong analytical thinking, problem-solving, communication, and negotiation skills.
• Customer-focused, with solid data processing capabilities and a keen attention to detail.
• Capable of conducting thorough analysis and recommending operational improvements.
• Flexible, adaptable, and committed to a Work-from-Office (WFO) setup.
• Fluent in English, both written and spoken, with strong reporting skills.

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.

Responsibilities

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Working with CSC Lead, Product Leader, and Customer Success team in building a client communication on Product Enhancement, Universe Update & Delivery Details
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

A Little about You

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with key internal stakeholders and clients matters to you, and that motivates you to take initiatives and continue seeking streamlined approach. Embracing utilization of digital and cloud services. You’re always looking for what’s next. 

Vivid Money is the first mobile banking app that combines all your daily money needs in one app. Whether it’s spending, saving, or investing – Vivid offers an easy, flexible, and transparent solution to grow your money. Vivid is ground breaking and has managed to reach over half a million users in only two years.

We want to be more than just a name on your CV. We strive for the talent to achieve the full potential and beyond, providing the tools to learn and develop within our fast-growing company. We encourage you to challenge the status quo and bring in your own ideas and opinions. We want to be a playground to try new things, make mistakes and learn from them.

We are currently looking for Customer Support Specialists (f/m/d) to join our Team!

What you will do

• Answering customer’s requests via chat and email, helping and guiding them through the app and providing them with the best user experience in English
• Being our customers voice by sharing their feedback and reporting their issues
• Collaborating with our different teams and having direct impact to improve our Product
• Representing Vivid Money and build a trustful relationship with our customers

• Demonstrated expertise in customer support or service, with a preference for experience in the banking or financial services industry and dealing with SMEs
• Exceptional problem-solving and decision-making skills
• Good observational skills for process and product improvement
• Outstanding interpersonal and communication skills, encompassing both verbal and written proficiency in English
• Capable of managing multiple tasks and thriving under pressure in a dynamic environment
• Comprehensive knowledge of SME banking products, services, and processes.
• Capable of working within the CEST time zone, committing to 40 hours per week, distributed as 8 hours per day, excluding a 1-hour lunch break.
• Fluent in English. Other European languages are an advantage.

• Opportunity to participate in the creation of a new and innovative company
• Great working atmosphere in a motivated and dynamic team
• Opportunities to learn and grow together with the company

Definisi Job Function Customer Engagement :

Membangun dan memelihara hubungan jangka panjang dengan pelanggan, mengelola dan optimalisasi interaksi dengan pelanggan, aktivitas manajemen keanggotaan secara menyeluruh, serta menangani keluhan dan memastikan kepuasan pelanggan.

Jurusan yang dipersyaratkan :

Administrasi, Business, Manajemen, Manajemen Pemasaran, Business Administration, Business Data Science, Business Development, Business Management, Business Telecommunication, Technology Management, Business Analytics, Industrial Management & Innovation, Innovation Management & Entrepreneurship, Technology Entrepreneurship, Ekonomi dan Bisnis Internasional, Logistik & Supply Chain , ICT Business, Logistik & Inventory Management, International Development: Globalisation, Creative Industries and Cultural Policy , Desain Komunikasi Visual, Akuntansi, Aktuaria, Ekonomi Manajemen, Ekonomi Perusahaan, Keuangan & Perbankan, Manajemen Keuangan, Behavioral Finance, Perpajakan, Economic Science, Finance, Ilmu Hukum, Human Resources Management, Organization Design Development, Ilmu Komunikasi, Public Relation, Broadcast, Advertising, Multimedia Technology, Hubungan Internasional, Statistik, Matematika, Psikologi, Teknik Industri, Sistem dan Teknologi Informasi, Ilmu Komputer, Teknik Informatika, Data Communcation Engineering, Master of Data Science, Software Engineering, Software Application, Artificial Intelligence, Game Application & Technology, Cyber Security, Fisika.

Penempatan :

Bersedia ditempatkan di seluruh wilayah Telkom Group dalam dan luar negeri.

Persyaratan :

• Pendidikan minimal D3 atau S1 dari semua jurusan .
• Berpengalaman minimal 3 tahun dalam pelayanan konsumen produk atau jasa, diutamanakan di bidang Property Developer.
• Memiliki kemampuan yang baik dalam berkomunikasi, menangani komplain dan presentasi.
• Mampu berfokus pada kepuasan konsumen dan mampu menyesuaikan diri untuk merespons berbagai tipe karakter konsumen.
• Mampu bekerja multitasking, memprioritaskan pekerjaan utama, dan mengelola waktu kerja dengan efektif.
• Bersedia ditempatkan di Tenjo dan Jakarta Barat

Tanggung Jawab: 

• Membina hubungan baik dengan konsumen.
• Menangani keluhan konsumen baik melalui email, telepon atau tatap muka.
• Melakukan penanganan dan monitoring dalam proses terkait pesanan unit, pengembalian uang, ataupun pertukaran unit dengan unit Agung Podomoro lainnya.
• Menyusun laporan harian, bulanan ataupun tahunan tentang kepuasan pelanggan secara keseluruhan.

• Respond to customer chat according to Customer Service SLA (Service Level Agreement).
• Provide clear, accurate, and helpful information about products, orders, and policies.
• Provide detailed product information, including specifications, availability, and pricing.
• Assist customers in comparing products and making informed purchasing decisions.
• Reach out to customers proactively to provide updates on order status, promotions, and new products.
• Notify customers of any delays or issues with their orders and offer solutions.
• Assist customers with placing orders, including helping them in selecting products and completing transactions.
• Provide updates on order status and estimated delivery times.
• Resolve customer issues related to orders, such as delays, incorrect shipments, damaged products, and lost packages.
• Handle return and refund requests in accordance with marketplace policies.
• Process returns and refunds efficiently and communicate the status to customers.
• Foster positive relationships with customers to enhance their experience and encourage repeat business.
• Show empathy and understanding in all customer interactions to build trust and loyalty.
• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and other key performance indicators (KPIs).

About us

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are Southeast Asia’s leading womenswear brand, headquartered in Singapore, with an omnichannel presence across Hong Kong SAR China, Indonesia, Malaysia and a retail franchise in Cambodia. In addition, we have also expanded into international markets namely the Philippines and the United States of America.

Founded in 2010, we are proudly female-founded with more than 65% female representation in leadership roles (#girlpower!). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right!)

Main Responsibilities

• To support and sales to the customer by telephone or electronically such as order process, payment reminder, follow up cancel order, return order, resi number information, daily/weekly launching blast, etc.
• Respond promptly to customer inquiries.
• Analyze customer problems / requests to resolve customer complaints and provide alternatives & solutions.
• Provide accurate and complete information in accordance with procedures and policies (pricing, delivery information, etc) to customers.
• Maintain customer databases and manage administration.
• Organize workflow to meet customer timeframes.
• Record and follow up the details of customer interactions (inquiries, comments, complaints, and actions taken).
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Perform customer verifications and registration of new customer accounts.
• Direct requests and unresolved issues to the designated resource.
• Communicate and coordinate with internal departments.
• Provide feedback and point out problematic areas to the leader to constantly improve internal processes. 

Requirements & Experiences :

• Bachelor degree, High school diploma, general education degree or equivalent are welcome to apply.
• Willing to work in shifting schedule (weekday, weekend, and public holidays).
• Good Interpersonal skills (listening, communication and positive motivation).
• Good communication skills (greeting & closing chats, probing, choice of words, listening, and empathy).
• Knowledge of customer service principles and practices.
• Knowledge of relevant computer applications and social media platforms (Whatsapp, Line, Live Chat, Facebook, Instagram, Email, Google Review, Marketplaces such as Tokopedia & Shopee).
• Knowledge of administrative procedures.
• Familiarity with Google Suites & Microsoft Office.
  

What you should be :

• A passion for the brand and empowering women.
• Growth mindset.
• An interest in fashion and general female consumer products.
• An ability to think & work strategically and systematically.
• Strong problem-solving skills and an ability to think out of the box with solutions that are scalable, sustainable, yet most cost-efficient.
• A self-starter, proactive and hands-on approach. Get it done right, and fast!
• Strong project management, multitasking and execution abilities.
• A fun, energetic and charismatic personality.

We are seeking a customer-oriented service representative to act as a liaison, provide product/services information, and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

We are looking for a detail-oriented Content Moderator to join our eCommerce team. You will review and approve product listings, ensure content compliance, and maintain quality standards across our platform. The ideal candidate has a strong eye for detail, excellent communication skills, and a passion for maintaining a positive user experience.

We are seeking a passionate Customer Experience Intern who possesses excellent communication skills and a strong understanding of financial products to join our team. As a Customer Experience Intern at Stockbit, you will have the following responsibilities:

• Serve as the primary point of contact for users, addressing inquiries and resolving issues in a timely and professional manner.
• Keep users informed about our products, features, and any pertinent updates by communicating with them.
• Liaise with internal and external stakeholders to ensure seamless service delivery.

• Fresh graduates or final-year students in Finance, Business Management, or any related fields
• Strong interest in investment and capital markets (especially Stocks)
• Excellent written and verbal communication skills
• Exceptional problem-solving abilities and attention to detail
• Able to type quickly with minimal errors
• Customer-oriented mindset with a passion for delivering excellent service
• Able to work in shifts
• Ready to join us ASAP
• Having a capital market license is a plus.

• Supportive teammates

• Broaden your knowledge in financial investment

At Dynatrace, we realized that the traditional post-sales customer journey can be delivered in a better way, and we at Dynatrace are on a mission to fix this!  Our aim is to bring together all post-sales customer experiences under one unified framework – and we call it Dynatrace ONE.  As a Customer Success Managers (CSM) for our enterprise accounts, you will be at the core of this approach, and your main responsibility is to make sure our customers realize and continue to see the value of their Dynatrace investment. 

To excel in the role, you will need to be proactive, entrepreneurial, and resilient, and not to be afraid to challenge the status quo to drive better outcomes.  Your focus will be on renewals and account growth, navigating enterprise organizations, and collaborating with our Champions and account teams to ensure on-time renewals.

Job Description

• Be the trusted advisor and primary post-sale point of contact for a portfolio of up to 30 organizations across ASK region and engage proactively with them on a regular basis
• Leverage your and your team’s expertise to increase adoption and utilization of Dynatrace capabilities
• Demonstrate product capabilities beyond core features to help the customer achieve specific business results and realise maximum value from the product
• Identify opportunities and close additional revenue from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases
• Be accountable for client renewal and retention rates
• Ensure deployment and utilization best practices are implemented and understood, and collaborate with partners and internal consulting functions to drive timely results
• Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support)

Responsibilities:

• Develop relationships with mature and growing customers and help them unleash the value of Dynatrace through strategic alignement and enablement
• Create and drive a value realization plan for customers
• Be the champion of deployment success by mapping out relevant stakeholders and engaging them on relevant value propositions
• Identify additional use cases to be implemented within current book of business
• May support higher-level account managers working on larger accounts from time to time
• Visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal
• Coordinates sales quotations and responds to requests for proposals

1. Engage with our key merchants and help resolve issues and inquiries
2. Proactively spot and correct any issues that could affect customer satisfaction or retention
3. Maintain a positive, empathetic, and professional attitude toward customers at all times
4. Identify customer needs and help customers use specific features and increase the adoption rate

• Serve customers by telephone, face to face and email
• Maintain the confidentiality customer privacy including complaints or requests from customers
• Provide solutions to customer complaints
• Make a complaint report or customer request
• Establish good communication with customers

• Assist F&F team by receiving and handling inquiries from prospect and customers.
• Manage the relationship of existing accounts by proactively anticipating and responding to their needs.
• Maintain and manage quotations and rate validities through the quotation system.
• Ensure a fast response to quotation requests and advise the customer on transport options (operations, contingencies, insurances, customs, routing, review routing provided by MO, carry out quotation, set validity, include terms and conditions) .
• Maintaining buying rates and negotiate with procurement to meet customers’ expectation.
• Follow-up with customers on quotations to ensure feedback and a high success rate.
• Handle rate requests from network and requests from regional.
• Support sales in establishing SOPs as per customer's needs and ensure transfer to customer operation support.
• Act as the bridge to operations and provide feedback for continuous improvement of services. – needs to be reviewed.
• Handle resolution of customer complaints through further investigation with concerned parties – needs to be reviewed.

• Fresh graduate/undergraduate students in marketing/any major from recognized university or relevant qualification.
• Excellent communication & negotiation skills.
• Good interpersonal skills & teamwork.
• Customer Focus, customers interest first and provides impeccable service at all times.
• Motivated self-starter with good organization skills and ability to multi-tasking.
• Good understanding of product knowledge (Logistics, Supply Chain, Freight and Forwarding, Incoterms, etc.)
• Proficient Microsoft Office (Outlook, Excel, Power Point).

Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries. We strive to protect people and enhance lives,for example by controlling pests,improving hygiene and improving interior spaces with plants and scenting. We are experts in the field we operate in, investing in training, science, innovation, and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of service, Relationships and Teamwork which were identified by our colleagues across the world.

Our family of businesses

Rentokil Pest Control is the world's leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Rangking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialists in the supply and laundering of workwear, garments and protective uniforms and equipment: focusing on top quality products and services. Our plant business, Ambisius is seen as the expert in interior and exterior `landscaping"; operating across the US, Europe, Asia & Pacisifc. Steritech Branch Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation among our customers for our knowledge and integrity. We have central support functions of Human Resource, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in Country. Working within our function departments, you would be supporting all of our businesses.

• Candidate must possess at least a Bachelor Degree of Agrotechnology, Biology, Environmental Health or equivalent
• Experience in Operation min 3 years
• Proficiency in English
• Strong leadership, motivation and managerial skills
• Good communication and interpersonal skills.
• Strong build networking & Customer Relationship
• Willing traveling to Bekasi, Cikarang, Bandung, Surabaya

Job Description :

• Ensure the standar quality service according to the company regulation
• Ensure Audit Process to the costumers running well
• Manage, Control and Develop Service Team
• Provide training to the Service Team

• Attractive remuneration & Incentive
• Training
• Career path

• Contact overseas customers through phone calls and/or WhatsApp messages to arrange a phone pickup schedule
• Daily WhatsApp message blast to customers for product education purposes
• Identify and assess customers' needs to achieve satisfaction
• Handle inquiries from customer, provide appropriate solutions and alternatives in a timely manner; follow up to ensure resolution
• English proficiency is a must, Malay Melayu proficiency is preferred

Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries. We strive to protect people and enhance lives by controlling pests, improving hygiene, and improving interior spaces with plants and scenting. We are experts in the field we operate in, investing in training, science, innovation, and technology. Listening and acting on feedback is part of our culture to support colleagues and customers. Rentokil Initial regards equality and fairness as fundamental rights of all of its colleagues. We live our values of service, Relationships, and Teamwork which our colleagues across the world identified.

Our family of businesses

Rentokil Pest Control is the world's leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader that provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialists in the supply and laundering of workwear, garments, and protective uniforms and equipment: focusing on top-quality products and services. Our plant business, Ambisius is seen as the expert in interior and exterior `landscaping"; operating across the US, Europe, Asia & Pacific. Steritech Branch Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation among our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal, Marketing & Innovation in the Rentokil Initial Head Office locations and in the Country. You would support all of our businesses within our function departments.

Job Description :

• Achieve the sales target
• Looking for and identifying prospective customers and the potential market
• Making daily, weekly, and monthly program and sales pipeline
• Do presentation and sales about service pest control to customer commercial
• Survey new or existing customer commercial
• Making proposal for customer
• Negotiation with customer
• Making agreement contract and service agreement to customer
• Build good relationship with customer

1. Candidate must possess at least a Bachelor's Degree, Marketing or equivalent.
2. Have 1 year experience in the related field
3. Required skill(s): marketing, communication, negotiation, MS Office.
4. Ready to handling customer complain and Result Oriented
5. Have driving license A or C. Having driving license A is good.

1. Attractive monthly base salary

2. Performance Incentive

3. Training & Development

Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries. We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the field we operate in, investing in training, science, innovation, and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of service, Relationships and Teamwork which were identified by our colleagues across the world.

Our family of businesses; Rentokil Pest Control is the world's leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialists in the supply and laundering of workwear, garments and protective uniforms and equipment: focusing on top quality products and services. Our plant business, Ambitious is seen as the expert in interior and exterior `landscaping"; operating across the US, Europe, Asia & Pacific. Steritech Branch Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation among our customers for our knowledge and integrity. We have central support functions of Human Resource, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in Country. Working within our function departments, you would be supporting all of our businesses.

Job Description :

• Menerima, merekap dan merekam seluruh keluhan dan informasi dari pelanggan
• Menjalankan program-program Customer Care yang ada
• Membina hubungan baik kantor pusat dan pelanggan
• Melakukan input kedalam sistem untuk seluruh keluhan, enquiry dan informasi dari pelanggan yang diterima melalui Call Center dan mendistribusikannya keseluruh cabang
• Memastikan bahwa semua keluhan ditangani sesuai dengan SOP
• Secara aktif memberikan informasi ke Departemen terkait sehubungan dengan kepuasan pelanggan

• Minimal D3 Semua Jurusan
• Memiliki kemampuan komunikasi dan bahasa Inggris yang Baik
• Disukai memiliki pengalaman telemarketing / call center / customer care minimal 1 tahun
• Bersedia penempatan di Cilandak, Jakarta

• Gaji pokok
• BPJS Kesehatan & Ketenagakerjaan

At Cadmus, we believe every student should have equal opportunity to achieve academic excellence; that’s why we’re changing how the world learns!

Cadmus is a global EdTech company purposefully built for the higher education sector to break down learning barriers by providing educators and diverse student cohorts with access to high-quality learning and assessment. We’re working hard in pursuit of an ambitious, world-shaping goal: to provide 1 billion students with access to high-quality education by 2050.

That’s why we need a high-performing Customer Support Specialist to join our team and provide frontline support to our customers!

As a Customer Success Specialist at Cadmus, you'll play a key role in ensuring that our customers have an outstanding experience in our platform, fostering customer satisfaction and loyalty. You’ll also be the first line of defence for our valued customers, ensuring their questions and concerns are addressed promptly and professionally.

In this role you will be expected to

• Provide exceptional customer support via phone, email, and chat.
• Educate the teachers and students who use our platform on how to get the most out of it; assist them with their questions or issues.
• Ensure we build deep, meaningful and value-driven relationships with customers online.
• Successfully execute special projects that support our pilot and enterprise implementations as needed.
• Troubleshoot customer issues efficiently and identify solutions, working independently and collaboratively as needed.
• Proactively research and stay up-to-date on company products and services to provide informed answers.
• Ensure all customer facing materials are updated with the latest releases and the most relevant information.
• Identify and escalate complex issues to the appropriate teams for resolution.

Skills & Experience

• Communication Skills: You have advanced English communication skills, and are equally comfortable talking to internal teammates and external customers. You have managed customers on voice/video from Australia, UK, and/or USA in a user-facing role.
• Problem solving: Able to quickly understand customer pain points and engage with them on the solution most relevant to them.
• Support Experience: Minimum 2 years of experience in customer service or a related field, supporting the growth of software products while working remotely. 
• Technical comfort: Familiarity with a variety of software applications is preferred. Ability to learn and adapt to new software programs quickly. Comfortable with MS-Office / G-suite. Experience with Hubspot is a plus.
• Startup DNA: You’re flexible, comfortable with ambiguity, and have experience wearing multiple hats while supporting rapid growth. You have been a one-person army when needed, or worked as an early employee. 
• A Bar Raiser: You bring your passion and work ethic to the table every day, setting the example for others. You are constantly looking to upskill yourself, and find ways to improve upon the status quo. You enjoy collaborating cross-functionally to accomplish shared goals and care about learning, growing, and helping others do the same.

• A remote-friendly, flexible working culture; where you can work from any global location
• A diverse and inclusive workplace where there are no barriers to anyone succeeding
• A surrounding team of mission-driven individuals who genuinely love what they do
• Mentoring and succession planning for your career
  

Cadmus is a remote-friendly company, and this role is open to candidates anywhere in Indonesia.

Hiring Process

Please apply online with your resume, and instead of a cover letter, we would love you to answer a few questions.

Our interview process consists of a recruiter phone screen, a hiring manager interview, a homework task and a panel interview. These will be completed in person or online (via Zoom).

While we review your application, please get to know us by visiting cadmus.io or following our social channels.

Inclusivity at Cadmus

At Cadmus, we hire great people from a wide variety of backgrounds because it makes our company stronger. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, or disability status. If you share our values and our enthusiasm for education, you will find a home at Cadmus.

If you need assistance or accommodations made due to a disability, please let us know.

We are seeking a dynamic and experienced Customer Experience Supervisor to join our team. The Customer Experience Supervisor will play a pivotal role in ensuring the highest standards of service delivery to our valued customers and dealers. This individual will be responsible for overseeing the Customer Service Team, managing escalations, collaborating with various departments, and maintaining overall team performance.

Responsibilities

• Ensure efficiency, effectiveness, and excellence in service delivery.
• Handle escalated customer inquiries and complaints promptly and professionally, seeking resolution in a timely manner.
• Collaborate closely with cross-functional teams such as Product, Operations Planning, Business Team, and others to address customer issues and improve processes.
• Develop and implement strategies to enhance the overall customer experience and satisfaction.
• Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for improvement.
• Provide regular coaching, feedback, and training to team members to foster their professional growth and development.
• Establish and maintain strong relationships with internal stakeholders to facilitate seamless communication and collaboration.
• Conduct regular performance evaluations and performance management activities for team members.
• Stay updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.

• At least 3 years of experience in the Customer Service industry.

• At least 1 year of experience as a Team Leader, Supervisor, or equivalent position.
• Experience in the Financing Business sector is highly desirable.
• Knowledge about OJK (Otoritas Jasa Keuangan) Regulations is a must.
• Proven experience in handling escalations and resolving customer issues effectively.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.
• Strong problem-solving skills and the ability to think critically and strategically.
• Demonstrated ability to lead, motivate, and develop a team of customer service professionals.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Exceptional organizational skills and attention to detail.
• Commitment to delivering outstanding customer experiences and driving customer satisfaction.