Telesales Lead/Customer Experience Lead

Vorta Beauty Clinic


Tanggal: 1 jam yang lalu
Kota: Pekerjaan jarak jauh, Pekerjaan jarak jauh
Jenis kontrak: Kontraktor
Jarak jauh

Job Desc :


  • Memimpin dan mengembangkan strategi Customer Experience & Customer Engagement untuk meningkatkan customer satisfaction, conversion, dan retention.
  • Memastikan customer mendapatkan pengalaman yang konsisten mulai dari first inquiry, consultation, booking, treatment, hingga post-treatment follow up.
  • Melakukan monitoring terhadap lead handling, follow up, appointment booking, conversion rate, dan customer retention.
  • Mengembangkan strategi dan script komunikasi untuk meningkatkan lead-to-appointment dan appointment-to-treatment conversion.
  • Memastikan tim mampu melakukan consultative selling, memahami kebutuhan customer, memberikan rekomendasi treatment yang sesuai, dan melakukan closing secara efektif tanpa mengurangi kualitas customer experience.
  • Memantau dan menganalisis customer feedback, complaint, conversion data, dan customer behavior untuk menemukan peluang improvement.
  • Menangani dan mengeskalasi customer complaint atau customer issue yang membutuhkan level penyelesaian lebih tinggi.
  • Menetapkan dan memonitor KPI tim yang berkaitan dengan response time, lead conversion, appointment booking, treatment conversion, revenue contribution, customer satisfaction, dan retention.
  • Berkolaborasi dengan Marketing, Clinic Manager, Sales/Telesales, Training & Development, dan Operations untuk meningkatkan customer journey dan business performance.
  • Membuat laporan dan memberikan insight kepada management terkait performa customer experience, sales funnel, customer behavior, dan improvement opportunities.
  • Mengembangkan SOP dan service standards terkait customer handling, follow-up, complaint handling, dan conversion process.


Qualifications :


  • Memiliki pengalaman minimal 3–5 tahun di bidang Customer Experience, Customer Service, Sales/Telesales, Business Development, Hospitality, Retail, Healthcare, Beauty/Aesthetic, atau industri service lainnya.
  • Memiliki pengalaman minimal 1–2 tahun sebagai Lead/Supervisor dengan tanggung jawab memimpin dan mengembangkan tim.
  • Memiliki pemahaman yang kuat mengenai customer journey, sales funnel, lead management, conversion, dan customer retention.
  • Memiliki pengalaman mengelola tim Customer Service/Telesales/Sales menjadi nilai tambah.
  • Terbiasa bekerja dengan target dan KPI seperti conversion rate, appointment, sales, response time, customer satisfaction, dan retention.

Cara melamar

Untuk melamar pekerjaan ini, Anda perlu otorisasi di situs web kami. Jika Anda belum memiliki akun, silakan daftar.

Posting CV

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