Key Responsibilities:

• Leading our Omnichannel Customer Services Team
• Leading the team to ensure engagement on our websites in Basket onwards are perfect
• Controlling and being pro-active a level of excellence above that currently accepted by customers within Indonesia
• Directing the Customer Operations team to show sales via our own channels and the service around them is a reason to buy direct rather than through a marketplace, while also offering the best service we can on marketplaces as well
• Establishing a culture of Customer and Process excellence that puts Kanmo at the forefront of Customer Excellence
• Align with internal stakeholders on Customer Experience journey development and enhancement
• Meeting external stakeholders (logistic vendors, packaging, call centre, ticketing system vendor, etc) to review and improve current operational flow and process

Requirements:

• A bachelor's degree in a relevant field, such as business administration, marketing, or communications
• Minimum 5 Years of experience in customer service, customer experience management, or a related field
• Proficiency in customer experience tools and software, and familiarity with project management principles
• Excellent written and communication skills
• The ability to balance the needs of stakeholders with the company's goals and resources
• A deep understanding of how technology platforms work together as a system
• The ability to empathize with customers and understand their perspectives