Service Excellence Manager

PCS Indonesia is a company engaged in financial technology products and services. We provide payment solutions with the latest technology and in accordance with the development of the world.
As a Service Excellence Manager at PT Pasifik Cipta Solusi (PCS Payment), you will be responsible for leading and managing the overall customer experience strategy and initiatives for our digital payment solutions, particularly focusing on the EDC Android machine deployed across client merchants nationwide. You will play a crucial role in ensuring that our customers have a seamless and delightful experience throughout their journey with our products and services.

Key Responsibilities:
Develop and implement customer experience strategies, policies, and procedures to enhance customer satisfaction and loyalty.

Lead a team of customer service representatives to deliver exceptional service and support to merchants and end-users of PCS EDC Android machines.

Analyze customer feedback, complaints, and data to identify areas for improvement and develop action plans to address them.

Collaborate with internal stakeholders such as product development, sales, and marketing teams to ensure alignment with customer needs and expectations.

Conduct regular training sessions for staff to enhance their customer service skills and product knowledge.

Oversee the resolution of escalated customer issues and ensure timely and effective solutions.

Monitor key performance indicators (KPIs) related to customer experience and implement measures to achieve targets.

Stay updated on industry trends and best practices in customer experience management to drive innovation and continuous improvement.
Bachelors degree in Information Technology, Business Management, Communication, or related field. Masters degree is a plus.

Minimum of 5 years of experience in customer experience management, preferably in the fintech or digital payment industry using EDC Android machine.

Proven track record of developing and implementing successful customer experience strategies and initiatives.

Strong leadership and team management skills, with the ability to motivate and inspire a diverse team.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.

Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.

Experience in working with cross-functional teams and managing projects from conception to execution.

Proficiency in English and Indonesian languages, both spoken and written.

Ability to travel as needed to visit client merchant locations across Indonesia.

Join us at PCS Payment and be part of a dynamic team dedicated to revolutionizing digital payment solutions and delivering exceptional customer experiences nationwide. Apply now and take the next step in your career journey with us!