Head of Customer Excellence


  • South Jakarta

  • Permanent

  • Full-time

Who We Are

We are a new venture, backed by a large corporation, focusing on financial services. We have multiple business units within the venture portfolio (payments, remittance, digital bank, p2p lending, and securities), have access to extensive networks nation-wide, and are supported by strong ecosystems & resources. We believe that the Financial services industry is yet to be disrupted and the only way to do that is by having cohesive and open collaboration within the Financial Services industry as well as cross-industries

About the Role

We are looking for a Head of Customer Excellence for our e-money’s product to oversee daily activities of the customer excellence team and help the Operations Team. This role also should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business. Furthermore, this role will be part of Operations Organization.

What You Will Do * Keep self and the team accountable to provide all customers with an outstanding customer experience (being defined as providing accurate solution in the shortest time possible while maintaining excellent customer-obsessed attitude)

  • Act as a link between the team and Product/Tech department to identify and analyze roots of problems & potential problems, and develop long-term permanent solutions using all data provided (not just a quick-fix)
  • Ensure weekly call center performance goals for customer satisfaction, quality, productivity and key performance metrics, not limited to: Solved Ticket/Incoming Ticket Ratio, Average Resolution Time, First Reply Time, Average Handling Time, Service Level, Critical Error Accuracy, CSAT
  • Monitor and evaluate agents’ monthly performance, including call/email/in-app-help and after-work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance
  • Monitor capacity planning to be as efficient as possible, including shift patterns and the number of staff required to meet demand
  • Stay informed of all new and upcoming products and services to do continuous planning for growth and ensure that agents are properly trained to handle questions about any of them
  • Develop and execute the appropriate and robust policies and operational practices to deliver effective and excellent customer support
  • Constantly monitor customer feedback and impact of new and existing initiatives on customer satisfaction and utilize the feedback to review and improve services for the future
  • Mentor and motivate teams to achieve productivity and engagement

Qualifications * 10+ years of relevant work experience in a fast-paced environment (consulting or tech company)

  • 4+ years of leadership experience
  • Strong drive and project management skill
  • University degree in hard sciences such as IT, engineering or economics as an analytical skill set is required
  • Able to propose/make key decisions or provide solid recommendations based on data & analytical thinking and insights
  • Strong communication skills and fluent English is a big plus

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