Senior Customer Experience

About the Role Customer Experience (CX) Team focused on ensuring that every interaction a customer has with the company is positive, seamless, and aligns with the companys values and goals. The team works across various touchpoints, from customer support to product usage, to ensure customers feel heard, valued, and supported throughout their journey with the brand.

• Monitor the floor to ensure a conducive working environment.
• Ensure that no escalations are missed.
• Ensure all tickets are handled appropriately and in a timely manner.
• Provide coaching, feedback, and counseling to team members.
• Maintain and ensure agent quality standards.
• Conduct performance analysis and assessments of the team.
• Perform operational monitoring to ensure that KPIs are consistently met according to the SLA.
• Maintain key performance indicators (KPIs) such as CSAT, AHT, FCR, etc., in compliance with SLA requirements.
• Implement improvements to ensure the achievement of KPIs.

• Minimum 1 year of experience.
• Collaborate on the implementation of project delivery, monitor team service quality and efficiency, and drive the achievement of KPIs.
• Highly attentive to customer complaints, with the ability to anticipate and appropriately handle unexpected situations.
• Skilled in organizing performance coaching for team members, driving performance excellence, and managing staff turnover.
• Capable of handling internship operations and administration effectively.
• Strong analytical thinking, problem-solving, communication, and negotiation skills.
• Customer service-oriented, with strong data processing capabilities and attention to detail.
• Proficient in conducting analysis and implementing operational improvements.
• Flexible and adaptable in dynamic work environments.

• Internet Knowledge: A solid understanding of basic internet functions, social media platforms, and proficiency in using computers.
• Basic English Proficiency: Ability to communicate effectively in both written and spoken English.

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