Customer Experience

Date Posted: Posted17 hari yang lalu
Salary:
Surabaya
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Job Description

Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.

Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged

Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience

Ensuring the Customer Experience strategies are aligned to the larger marketing and business goals and outcomes

Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
Education Background min Diploma (Math, Science, IT/Information System, Economy, Communication)

Experienced in the same field min. 1 years

Experienced in SaaS Company

Understand qualitative or quantitative research

Interested with data such as analytics, survey, understand about customer mapping journey

Good listening skill and empathy

Good in project management and collaboration with various functional stakeholder

Have an agility, flexibility and good speed (fast response)

Able to easily read and interpret the data analytics (data management)

Benefit:
Competitive Salary

Attractive incentive & Bonuses

Free Lunch

Professional Development (Training, Coaching)

Weelfare: BPJS (Ketenagakerjaan & Kesehatan)

Office Hour 08.30-16.30 (Mon-Fri)

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Job Detail

  • Job Id
    081cffc1a5176362
  • Location
    Surabaya
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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