Customer Experience Manager - Shopee

Shopee Indonesia is looking for a Customer Experience Manager to join our team in Bangka Belitung. In this role, you will be responsible for ensuring that our customers have an exceptional e-commerce experience. You will work closely with various teams to identify and resolve customer issues, implement improvements, and measure the effectiveness of your initiatives. This is a great opportunity to make a real impact on customer satisfaction and drive business growth.

As a Customer Experience Manager, you will daily handle customer complaints, analyze data to identify trends, and collaborate with cross-functional teams to implement solutions. You will use tools like Zendesk, Tableau, and Google Analytics to manage customer interactions and measure performance. This role is perfect for someone with a passion for customer service and a desire to continuously improve the e-commerce experience.

📋 Tanggung Jawab Pekerjaan

• Manage and resolve customer complaints and issues using Zendesk.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with various teams to implement solutions and improvements.
• Develop and execute customer experience improvement plans.
• Measure and report on customer satisfaction metrics using Google Analytics and Tableau.
• Monitor and analyze customer service performance to ensure high-quality service.
• Provide training and support to customer service teams.
• Stay updated with industry trends and best practices in customer experience.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 3 years of experience in customer service or customer experience management.
• Proven experience in managing and resolving customer complaints.
• Strong analytical skills with experience using tools like Tableau and Google Analytics.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Certification in customer service or customer experience management is a plus.
• Fluency in both written and spoken English and Bahasa Indonesia.

🛠️ Keahlian

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