Lowongan Kerja Infomedia Nusantara (Telkom Group)

• Answering email and phones from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Other duties as assigned.

• Minimum education D3/S1.
• Maximum age : 27 years Old
• Female / Male
• Single
• Good Attitude and Good Looking
• Preferably have active english skills (speaking / writing).
• Have experience in Customer Service call, Email, Social Media and familiar with Online Travel Agent (OTA) industry
• Familiar with salesforce / ticketing system
• Have good analytical skills and able to solve problems
• Have orientation in the field of service (patience, empathy,listening skills)
• Willing to work shifting

• Answering email and phones from agent L1 and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Other duties as assigned.

• Minimum education D3/S1
• Maximum age : 27 years Old
• Female / Male
• Preferably have active english skills (speaking / writing).
• Have experience in Customer Service call, Email, Social Media and familiar with Online Travel Agent (OTA) industry example : Booking.com, Priceline.com, agoda.com, KAYAK, rentalcars.com,dll
• Experience with E-commerce Industry
• Familiar with Ticketing System (Sabre, Amadeus & Gallileo)
• Familiar and experience with flights industry
• Familiar with system Hotel Channel
• Have good analytical skills and able to solve problems
• Have orientation in the field of service (patience, empathy,listening skills)
• Willing to work shifting

• Menangani tapping QA L1 – L3
• Memastikan performance dan produktivitas kualitas layanan dari Contact Center Officer sesuai dengan standar yang telah ditetapkan
• Melakukan studi banding kualitas layanan dengan menggunakan metode mystery call baik secara internal maupun external sebagai bahan evaluasi agar kualitas layanan tetap dapat selaras dengan kebutuhan pasar.
• Memastikan standard service quality dan prosesnya yang akan diimplementasikan telah melalui persetujuan setiap level yang berwenang di unit terkait.
• Berkoordinasi dengan unit / divisi penunjang terkait untuk memastikan kualitas layanan Call Center dapat berjalan sesuai dengan standard yang ditetapkan
• Mengelola pelaksanaan contact center service quality survey baik secara internal maupun eksternal
• Mengelola pelaksanaan call monitoring terhadap sampling calls, sampling data productivity & performance, dan sampling transaksi untuk memastikan bahwa kualitas layanan Contact Center sudah sesuai dengan standar yang ditetapkan
• Memberikan umpan balik upaya peningkatan kualitas Contact Center
• Memberikan masukan dalam melakukan kalibrasi terhadap standar layanan.

• Minimum education D3/S1.
• Female / Male
• Good Looking and Good Attitude
• Maximum 35 Years Old
• Have experience in Customer Service call, Email, Social Media and familiar with Online Travel Agent (OTA) industry min. 1 year
• Understand QA tools: form observation, coaching & calibration
• Preferably have active english skills (speaking / writing)
• Preferably have experience about ticketing system (Sabre, Amadeus, Galileo)
• Preferably have experience in Travel / Hospitality
• Have orientation in the field of service (service excellence)
• Have a willingness to learn new things in a short time
• Have a mindset of prioritizing service and focus on customers
• Domicile at Jakarta
• Need survive under pressure, high initiative dan supel/aktif

Apply Lamaran Kerja Telkom Group

•  ☑ Apply / Lamar Posisi 1  
•  ☑ Apply / Lamar Posisi 2  
•  ☑ Apply / Lamar Posisi 3