Customer Experience (Buyer and Seller)-Customer Care

Department: Customer Service Location: Indonesia Department: Customer Service Location: Indonesia Job Description Job Description
1) Collaborate with cross-functional teams to gather, analyze, and interpret customer feedback data, identifying trends and insights that drive improvements in the customer experience.
2) Develop and maintain a comprehensive understanding of the competitive landscape, industry trends, and customer needs to inform strategic decisions and initiatives.
3) Translate data insights into actionable recommendations and create solutioning for product, service, and process enhancements, working closely with the Customer Care and Operations teams.
4) Monitor key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), transactional satisfaction (TSAT), incoming contact, customer retention, and resolution time, and report on findings to stakeholders.
5) Facilitate the implementation of custo...