Deskripsi pekerjaan
About the role:聽
Manage 3P. Cancellation reduction. SLA for inbound. Outbound calling for survey and probing NPS.
What you鈥檒l do:聽
- Manage 3P team for customer service activities聽
- Inbound via ticketing tool, calls, whatsapp
- Cancellation probing / outbound calling聽
- Communication with store on activities like delay in delivery
- Develop dashboards to represent data received
- Ensure that customer issues are resolved as per SLA giving GoToko customers a world class experience
- Supervise day-to-day operations in the customer service department
- Taking ownership of customer issues and following problems through to resolution
- Keeping a record of customer interaction and voice of customers, including root cause and details of action taken
- Delivering all reports, analysis and insight about customer service to management
- Onboard and train new customer service agents
- Decrease cancellation rate through actionables based on customer鈥檚 feedback and needs
What criteria you鈥檒l need to fulfill:
- 3-5 years in Customer service (call center operations)聽
- Managing teams聽
- Experience working on a ticketing tool
- Demonstrate initiative, adaptability, and problem-solving skills in a changing and dynamic environment
- Proficiency in Google suites and customer service software
- Proficiency in English (both written and spoken)
- Highly analytical and obsessed with customer experience
What skills you鈥檒l need:
- Good presentation and communication skills
- Relationship Management
- Good understanding of management practices and techniques
- Excellent interpersonal skills
