Indonesia Job Openings
PT SPC
CS Team Leader - Customer Service Frontliner - Jakarta
Depok
CONTRACT
November 25, 2024
Job Scope / Role:
Panjang kontrak: 6 bulan
Pengalaman:
- Supervise for day-to- day Driver Center Operation, and assisting The Manager and
- Assistance Manager with managerial and administrative functions.
- To achieve satisfactory Partners and Consumers experience during visit to Driver Centre.
- - Manage and Supervise day-to- day operations at Driver Centre.
- - Achieve OKRs ( Target Average Handling Time (AHT), Average Waiting Time (AWT), Customer Satisfaction (CSAT), Dissatisfaction score (DSAT), Online quiz and another OKR required )
- - Monitor quality performance and Service Level Agreement (SLA).
- - Hold Responsible to achieve sales target (daily, weekly, monthly), i.e Kios Acquisition, Mitra Premium Acquisition, Kios Transaction, Kios Revenue, etc.
- - Maintain First Call Resolution (FCR) for all transactions.
- - Support Project from all verticals i.e Promotions, Selling attribute, etc.
- - Maintain high Driver Center standards and conditions and foster a positive environment.
- - Lead & Maintain knowledge of all Team member S, Evaluating Team performance, providing feedback, Briefing Team
- - Provide Daily, Weekly and Monthly reports regarding operations and productivity.
- - Formulates recommendations and provides feedback to management regarding operational policies and procedures.
- - Assist in managing the security and safety of the branch, by analysing security and safety policies and procedures. Alerts Team of any changes.
- - Maintain control over audit procedures to ensure compliance with control. If weaknesses are identified, report them to Manager & Assistant Manager GDC.
- - Hold responsibility for tools and systems.
- - Hold responsibility for auditing all Team members, including fraud issues, etc.
- - Resolves Partners and Consumers problems and Team member complaints as needed.
- - Involve in Driver Center Agent Interview with Manager/Assistant Manager.
- - Responsible & monitor administrative function : Reconciliation Lost & Found, Cash Advance, Rental Office, Electricity Bills, etc.
- - Performs other various duties as assigned
- - Bachelors Degree
- - 2-3 years experiences in lead CS Team
- - Excellent verbal and written communication skills
- - Strong Customer Service Skills
- - Sales Skills
- - Leadership Skills
- - Human Resource Management Skills
- - Basic Computer Skills
- - Results Driven Attitude
- - Attention to Detail
- - Ability to motivate Team members
- - Ability to supervise multi-functional tasks
- - Ability to handle confidential /sensitive information in a professional manner
Panjang kontrak: 6 bulan
Pengalaman:
- Team Leader Customer Service Offline: 2 tahun (Diwajibkan)
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