Customer Experience Knowledge & Process Specialist (Contract) - Bali, Indonesia

Join ManpowerGroup as a Customer Experience Knowledge & Process Specialist in the vibrant heart of Bali! This contract role offers a unique opportunity to shape exceptional customer experiences within the Banking & Financial Services sector while working alongside a dynamic team in one of Indonesia's most sought-after destinations. You'll be part of a company with a rich history of delivering exceptional talent solutions, and you'll have the chance to make a real impact on customer satisfaction in the financial services industry.

As a Customer Experience Knowledge & Process Specialist, you'll be at the forefront of improving customer interactions. You'll work closely with banking and financial institutions to understand their customer experience needs, develop tailored solutions, and implement best practices. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about creating memorable customer experiences.

In this role, you'll use industry-standard tools like ServiceNow, Jira, and Confluence to streamline processes and enhance customer service. You'll collaborate with cross-functional teams, leverage data analytics to identify trends, and contribute to the continuous improvement of customer experience strategies. With a focus on innovation and excellence, you'll help shape the future of customer experience in Bali's thriving financial sector.

📋 Tanggung Jawab Pekerjaan

• Analyze customer feedback and interaction data to identify trends and areas for improvement.
• Develop and implement customer experience strategies tailored to banking and financial institutions.
• Collaborate with cross-functional teams to streamline processes and enhance customer service.
• Use tools like ServiceNow, Jira, and Confluence to manage and optimize customer experience workflows.
• Conduct training sessions and workshops to educate staff on best practices for customer experience.
• Monitor and report on key performance indicators (KPIs) related to customer satisfaction.
• Stay updated with industry trends and emerging technologies to drive innovation in customer experience.
• Work closely with clients to understand their specific needs and deliver customized solutions.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Psychology, or a related field.
• Minimum of 3 years of experience in customer experience, customer service, or a related role in the banking and financial services industry.
• Proven track record of improving customer satisfaction and experience.
• Strong analytical and problem-solving skills with the ability to leverage data to drive decisions.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams.
• Proficiency in English, both written and spoken.
• Certification in customer experience or related fields is a plus.
• Ability to work in a fast-paced environment and meet tight deadlines.

🛠️ Keahlian

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