Customer Excellence Manager | MAPCLUB
GTech Group
- Jakarta Pusat, IndonesiaLt. 25, RT10/RW11, Jalan KH Mas Mansyur, Karet Tengsin Kel., Tanah Abang, Jakarta Pusat, DKI Jakarta, IndonesiaJakarta PusatDKI JakartaIndonesiaIndonesia
- Penuh waktuFULL_TIME
Lowongan dipasang 3 days ago dan batas waktu lamaran adalah 3 May
Rekruter terakhir aktif 3 days ago
2026-03-27T08:14:29.741105+00:002026-05-03T17:00:00+00:00Deskripsi Pekerjaan
- Manage and enhance end-to-end B2B customer experience to ensure client satisfaction and long-term partnership
- Build and maintain strong relationships with corporate clients and key stakeholders
- Act as the main point of contact for clients, ensuring smooth communication and service delivery
- Handle client feedback, complaints, and escalations in a timely and professional manner
- Ensure service delivery meets agreed Service Level Agreements (SLA) and company standards
- Identify service gaps and drive continuous improvement initiatives to enhance client experience
- Collaborate with internal teams (Operations, Sales, Product, Finance) to ensure seamless execution of services
- Monitor and analyze customer satisfaction metrics (e.g., CSAT, NPS, client retention) and provide actionable insights
- Prepare regular reports and updates on client performance and service quality
Kualifikasi Minimum
- Bachelor’s degree in any field (preferably Business, Communication, or related disciplines)
- Minimum 3–5 years of experience in B2B Customer Experience, Account Management, or Client Success
- Strong experience in handling corporate clients and managing long-term relationships
- Excellent communication, presentation, and stakeholder management skills
- Strong customer-centric mindset with a focus on service excellence
- Proven ability to handle escalations and resolve complex client issues
- Strong analytical thinking and problem-solving skills
- Able to work collaboratively across cross-functional teams
- Experience working with KPIs such as SLA, CSAT, and client retention
- Proficient in Microsoft Office
- English is a Must
Ringkasan Perkerjaan
- Tingkat Posisi
- Mid-Senior Level Manager
- Spesialisasi
- Sales and Marketing
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Alamat Kantor
- Sahid Sudirman Center, Jalan KH Mas Mansyur, RT10/RW11, Karet Tengsin Kel., Tanah Abang, Jakarta Pusat, 10220, Indonesia
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Tentang GTech Group
GTech is a global digital technology enabler providing integrated digital solutions across multiple industries. Our platforms cover omnichannel commerce digitalization, DTC commerce transformation, FinTech, Customer Relationship Management, and supply chain digitalization.
As part of the GTech group, our entities include PT GTech Digital Asia, PT Mapclub Digital Asia, PT GPay Digital Asia, PT Speedwork Solusi Utama, and PT GClub Digital Asia