Customer Care Lead
Alterra Indonesia
- Kota Jakarta Selatan, IndonesiaKota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, IndonesiaKota Jakarta SelatanDaerah Khusus Ibukota JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired a year ago
2023-05-13T17:00:00+00:00Job closed.
Job Description
- Make sure customer care agent meet the SLA regarding solve the complaint from customer
- Manage all agents to have more knowledge regarding product and promotion
- Make sure the answer from the agent is the same as the question from the customer.
- Create reporting regard Customer satisfy (C-SAT), Aging ticket, top of complain, and SLA.
- Report weekly basis:
- Top 5 complaints coming from customers.
- Aging and SLA ticket handling by agent
- Total ticket complaints per week.
- Report Monthly basis:
- Recap complain from customer per month
- Comparation ticket, SLA, Aging weeks per weeks
- Collaborate with other team, and helping each other at operation division for give more experience to customer
Minimum Qualifications
- Min. Bachelor’s Degree in any discipline.
- At least 2 years experience in customer care area with a leadership role for small team member (2-3 agents).
- Have knowledge regarding customer care process.
- Have experience building a team and work process in customer care area from zero.
- Have knowledge regarding financial product (Bank, SME product, and Fintech).
- Building, developing, and implementing the new process of customer care.
- Work closely with other cross-functional teams to translate business needs, product requirements, and another feedback into new solutions for customers.
- Good communication skill and fluent in both Bahasa Indonesia and English.
- Have an experience in startup or fintech company.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Jl. Setiabudi Tengah No. 37, RT 001 RW 001, Kel. Setiabudi, Jakarta Selatan 12910
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About Alterra Indonesia
Alterra is the leading business to business company tech company that provides various services such as, bill payment aggregator, distribution network, promotional platform, tech academy, integrated government water system, attendance system, hotel and restaurant tax optimization system.
Alterra was first established in 2015 as Sepulsa. Today, Alterra has evolved into one ecosystem that offers a wide range of products with more than 20 millions transactions every month. Currently we are also business partners for 20 marketplaces. Our offices are based in Jakarta and Malang with 500 team players (and counting!). Alterra also awarded as 2017’s best work place in Indonesia by Jobplanet and Best Companies to Work for in Asia 2021 by HR Asia - Indonesia Region.
Alterra continues to consistently expand our business in order to build the country’s digital ecosystem.
Let’s Grow Together with Alterra!
Alterra is constantly hunting for like-minded individuals to join our awesome family and grow together.
Check it out at https://careers.alterra.id/