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Home Credit Indonesia (Recruitment Page for OPERATION team)
Home Credit Indonesia (Recruitment Page for OPERATION team)

Digital Customer Care Sr. Manager  

Home Credit Indonesia (Recruitment Page for OPERATION team)

 
  • South Jakarta, Indonesia
    Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
    Indonesia
    Indonesia
  • Full timeFULL_TIME

Expired 4 years ago

2019-12-30T17:00:00+00:00
Job closed.

Job Description

  • Focusing to develop the social media to increase the attractiveness of customer
  • Ensure whole department focus on providing first class customer service to both, internal and external customers
  • Monitor and resolve all complaints delivered through all sources - voice, field, email, facebook or OJK complaints system.
  • Deliver fair, swift, compliant and transparent Customer complaint resolution, organize and chair the Customer complaints committee and report internally as well as externally to regulator on the customer
  • Promote excellent customer experience across the whole business
  • Provide timely and professional reporting on a monthly basis covering all aspects of the service provided by OPS
  • Set up working SLA with the business to ensure high level of services and HCID proposition values are always delivered
  • Create and implement operational metrics in monitoring and measuring performance (SLAs, KPIs), efficiency and effectiveness
  • Utilize system and reporting capabilities to ensure smooth processing of customer applications, fast responsiveness of our operators to incoming calls and productive performance of all outbound campaigns
  • Improve productivity and efficiency of OPS processes systematically even without significant technology improvements
  • Analyze system capabilities and propose system enhancements to improve productivity, deliver capacity savings, minimize the opportunity for errors and mistakes and improve customer experience
  • Create, implement and maintain process documentation up to date to ensure processes are performed according to the descriptions
  • Define KPI, assess performance and provide timely relevant feedback to support their subordinates to achieve target.
  • Identify talent and provide inputs for their team's training and development programs
  • Act as a role model for staff by consistently demonstrating core values and behaviors.

Minimum Qualifications

  • The candidates must be Senior on Leading the Team (minimum 3 yrs experience as a Manager)
  • Must experience on managing customer care (Inbound, Outbound, Email and especially Social Media Team). At least 3 yrs experience on this area.
  • The candidates must be actively using social media. Proven as netizen by having a lot of posts and followers
  • The candidates should know about social media ecosystem. Have a broaden knowledge about recent happening Apps and system
  • Have a good communication skills (written and verbal) in English
  • Winning a competition or having certificates from reputable training companies & workshop are preferred
  • Understand about banking, financing and insurance are value added (optional)

Perks and Benefits

  • Gym MembershipGym Membership
  • Performance BonusPerformance Bonus
  • Medical / Health InsuranceMedical / Health Insurance
  • Maternity & Paternity LeaveMaternity & Paternity Leave

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia
Vacancy
1 opening
Website
http://career.homecredit.co.id

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About Home Credit Indonesia (Recruitment Page for OPERATION team)

Home Credit Indonesia is a multi finance company which provides financing through the stores of our retail partners to consumers who want to purchase consumer durables products. Home Credit financing solutions are Easy, Simple and Fast. Home Credit Indonesia was established in 2013. We are headquartered in Jakarta and growing our business to expand into all cities and territories in Indonesia. Today we have more than 11,600 employees and its keep growing. We are always on the look-out for talented, enthusiastic people who are driven by results and success and if you are one of these people we would love to hear from you. In return we can offer you a career with one of the largest global financing players and an active role in helping to shape the future of our business.

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