Job description
- Maximizing CS performance by providing help desk resources and technical advice
- Upgrading CS competencies by providing soft skill and hard skill training based on Training and Need Analysis.
- Set and determine CS KPI.
- Set improvement program to keep CS good in quality and productivity performance
- Meet CS financial objectives by forecasting requirements and preparing an annual budget
- Managing 24/7 CS with multi-channel contact in multi-project
- Support and work closely with the business owners to generate/ revive the potential/ lost revenues.
- Monitor and manage key performance indicators (KPI) for Customer Service.
- Drive initiatives to benchmark and constantly monitor the performance of the team
- Identify business problems and collaborate with another division to solve the problem at the root than the symptoms
- Accountable for Customer Satisfaction (CSAT) and NPS (Net Promoter Score)
Job requirements
- Candidates must have played multifaceted roles in technology startups and have a good understanding of the startup ecosystem in indonesia.
- It's a plus if a candidate has worked in EduTech Company.
- Minimum 8+ years of experience in a relevant field.
- Bachelor's degree in Business Management. Masters degree will be a plus.
- Fluency in English and Bahasa Indonesia with good documentation skills
- Highly metrics driven.
- Proven track record of setting up customer service team & processes from scratch
- Strong Problem Solving Skills with structured execution skills
- Strong people management skills with ability to build and manage high performing customer support teams.
Benefits
Besides remuneration and benefits, we also notice other factors that might interest you.
CAKAP is an edutech company: we care about education and its impact on others. Elevating people’s lives through education is our objective. Not only for students, but we also attempt to carry out this idea in our team. Therefore, we encourage people who are excited in education and language to join us.
As we are a startup company, you will learn many things regarding fast-paced culture and improve your adaptability skill. Discussions between low, middle, and high levels often happen; hence you will develop your sensitivity in analyzing surroundings from many layers.
Job information
Education
No Qualification
Experience level
-
Minimum experience
-
Gender
No Qualification
Published date
25 Apr 2022