Job Description
- 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
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Kanmo Group stands as a derivative of the larger K. Aloomall Group, established in Indonesia in the 1940s. This large group expands across Indonesia focusing on trading, real estate and financial markets. Kanmo Group was formed in 2005 as the retail subsidiary of the Group focusing on retail distribution in Indonesia and the Indian-sub-continent. Within 10 years of operations, Kanmo Group has operated over 150 stores in Indonesia with a market leadership position in kids and baby segment serving tens of thousands of customers monthly. The group has since extended its retail portfolio to include brands in fashion and accessories category. In 2017, Kanmo Group welcomed a footwear arm with an sole distributorship of the global brand Havaianas.
