Customer Experience - Financial Product-Indonesia

Description

Location: Indonesia Department: Customer Service Location: Indonesia Job Description Team and Role Introduction:
Customer Experience - Financial ProductThe role is responsible for generating insights and driving initiatives to deliver best-in-class buyer and seller experience when using Lazada's financial products, such as PayLater, Cash Loan, Seller Loan, and Payment Method.
Responsibilities:
1) Generate actionable insights from various sources: CS tickets, NPS/ PSAT survey, social media sentiment etc.2) Work closely with Customer Care (Voice of Customer) team to understand customers' paint points/ needs; and to reduce contact to Customer Service3) Collaborate with business and product/ tech team to minimize customers' frictions when using the products4) Independently drive initiatives that improve buyer and seller experience across their journey Job Requirements Requirements/Qualifications(must have):
1) Education: Bachelor/ Master degree - no preferred major2) Experience: Preferably those who have more than 3 years of working experience in e-commerce, fintech, or management consulting3) Problem Solving:

• Able to structure complex issues, to identify the root cause
• Comfortable with numbers and data analysis, to size the business impact
• Resourceful and innovative, to provide sharp recommendations4) Communication:
• Able to articulate his/ her idea clearly, and convince relevant stakeholders to support the initiatives
• Capable of communicating with stakeholders from various background and seniority/ level5) Adaptive and Fast Learner: strive to excel in a fast-pace and dynamic working environment

Requirements/Qualifications(good to have):