Tiket.com sedang merekrut seorang
Head of Customer Experience
Loker ini dibuat lebih dari 2 bulan yang lalu
We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip.
That is exactly what we are tackling as t-fam! Making sure that our 17+ million users have the best experience in crafting their own adventure.
#LI-Hybrid
Job Purpose: To provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.
Your main duties in flying with us:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers' issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Mandatory belongings that you must prepare:
- Minimum 5-10 years of experience in start-up company
- Familiar with Online Travel Agent businesses is preferable
- Bachelor's degree or Master’s equivalent
- Process Improvement experience
- Demonstrate strong business acumen
- Excellent communication, leadership, customer service, and problem-solving skills
- Capable of interpreting, communicating, and executing organizational mission and value concepts to a wide range of organizational and community representatives
- Proven ability to lead effective change management, support organizational change, and guide individuals through transition
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