Head of Customer Experience
JakartaOn-siteFull-time
AI Summary
Leads and oversees all customer support teams to ensure efficient, policy-compliant, high-quality frontline service across channels. Develops strategic plans, analyzes metrics, and represents the customer voice internally while managing team performance and budgets.
About this role
- Lead and supervise all teams dedicated to providing frontline customer support to customers
- Maintain daily customer support operations, ensuring workflow efficiency and effectiveness, adherence to Amartha policies and regulatory guidelines, and high-quality customer experiences
- Develop a strategic vision and plan for how we expand and deepen our service offerings across channels, identify opportunities for efficiency and quality improvements, implement new initiatives and experiment with innovative tactics.
- Execute consistently excellent day-to-day performance across our phone and email support channels and ensure SLAs and quality levels are met
- Review and analyze customer experience metrics and business trends to identify and troubleshoot issues, anticipate roadblocks, and implement changes
- Represent the voice of the customer company-wide. Track and analyze trends in customer issues and feedback, and help analyze and summarize that data in an actionable way to other teamsAssess and report department budget plan to VP Operation
- Coordinate with People Acquisition department to recruit any vacant position in the department, and submit ERF documents as needed
- Lead and manage highly productive, motivated, and driven teams through solid communication, empowerment, reward and coaching & mentoring approach
- Maintain close working relationships with different functional teams, external parties (Vendors).
Skills
Budget PlanningCall Center SystemsCRMCustomer Experience ManagementCustomer Feedback AnalysisCustomer SupportEmail Support PlatformsService SLAs
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