Head of Customer Experience

Gamer2Gamer Global Pte. Ltd.

  • North Jakarta


  • Permanent

  • Full-time

Job brief

We are looking for an experienced Customer Experience Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.

Responsibilities

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused on that mission
  • Develop service procedures, policies, and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities
  • A gamers;
  • Proven working experience as a Customer Service Manager, or Assistant Manager at marketplace/e-commerce company;
  • Experience in providing customer service support;
  • Excellent knowledge of management methods and techniques;
  • Proficiency in English;
  • Working knowledge of customer service software, databases, and tools (CRM);
  • Awareness of the industry’s latest technology trends and applications;
  • Ability to think strategically and to lead;
  • Strong client-facing and communication skills;
  • Advanced troubleshooting and multi-tasking skills;
  • Customer service orientation;
  • Manage a shifting team;
  • Willing to work at Pantai Indah Kapuk, North Jakarta.
  • Paid Sick Leave
  • Paid Bereavement/Family Leave
  • Maternity & Paternity Leave

Other:

  • BPJS Kesehatan & Ketenagakerjaan
  • Laptop

Mid-Senior Level / Manager Customer Service E-Commerce 1 opening Bachelor’s degree graduate

Our company’s mission is to continuously evolve in the gaming community and provide a reliable platform where gamers don’t only game hard, but can now experience and enjoy gaming for a living after all G2G is all about a Gamer to Gamer Market Place.At G2G, we are responsible for the provision of global payment coverage to our potential buyers and sellers all over the world. we believe our success comes only with the expansion of our partnerships. Today we have over 200 payment methods available in 20 different currencies. This definitely helps us gain a competitive edge over most of the existing e-commerce portals in the industry.With the provision of In-Game Currency, In-Game Commodities, and Game Accounts, we also look forward to continuously expand our services cater to the needs and demands of our members. We believe in ensuring prompt deliveries, reliable customer support, and hassle-free experiences while at the same time safeguarding the interests of our buyers and sellers. Most importantly, G2G wants all the gamers in the world to have a central platform where great virtual wealth is realized.

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