About the Job
This position will be responsible for over seing all activities related to crisis and customer complaint management, from receiving customer complaints to implementing risk mitigation measures, resolving customer complaints in accordance with established SLAs and standards, processing backorders, and coordinating with relevant departments to enhance customer experience.
In this role, you will get to :
A. Complaint Management:
- Receive, record, and categorize customer complaints.
- Conduct thorough investigations into the root causes of complaints.
- Develop and implement effective complaint resolution strategies.
- Track and monitor complaint trends to identify potential issues.
- Collaborate with cross-functional teams to enhance customer satisfaction
B. Crises Management:
- Develop and maintain a comprehensive crisis management plan.
- Respond promptly and effectively to crises.
- Communicate effectively with internal and external stakeholders during crises.
- Conduct post-crisis reviews to identify lessons learned.
What you will Need to Succeed :
- Bachelor's degree in business administration, customer service, or a related field.
- Min of 5 years of experience in customer service or complaint management
- Strong leadership & Team management abilities
- Exceptional Communication & Interpersonal Skills
- Ability to manage crisis effectively under pressure
- Experience with CRM platform, ticketing system, and customer feedback
- Responsible for strategizing, overseeing, and optimizing customer relationship and crisis management operations to ensure customer satisfaction and service excellence
- Manage customer interactions, resolve escalations, and enhance brand reputation by providing effective solutions and maintaining key service-level agreements(SLA)
- Strong leadership to drive customer-centric initiatives, mitigate risks, and foster customer loyalty through efficient crisis resolution and relationship-building strategies
- Willing to work at our Head Office in Bandung
Equal Opportunity Employer :
At EIGER, we pride our selves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file.
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