Customer Experience Specialist

Ensure our customers can have an easy transaction and understanding of our products according to their needs.Conduct outbound calls and other techniques to encourage activity from customers and monitor live chat inbound inquiries for the marketplace (Tokopedia, Shopee, Lazada, etc)Help make decisions on operations, products, and technology based on findings from users & collect feedback based on customer interactionsManaging FAQ, CS Manual Book (SOP), and process at our marketplace (Tokopedia, Shopee, Lazada, etc)Present reports and realistic problems or situations on a weekly and monthly basis to Digital Marketing ManagerResponsible for any ad-hoc projects from users and teamsBachelor's degree from any majorMin 2 years of working experience in Customer Experience/ Service at Marketplaces are preferredCustomer-oriented attitude and mindsetGood communication skills and problem-solvingExperience in using CRM (Qontak, Salesforce, Zendesk, etc)Enjoys working in a fast-paced environment with an entrepreneurial spirit and willingness to constantly innovate processesStay up to date with the latest technology and best practicesProficient in English, both oral and written is a plus