Zen Rooms
Zen Rooms

Quality Assurance Associate  

Zen Rooms

  • Tanah Abang, Indonesia
    Jl. Taman Kb. Sirih III No.18, RT.10/RW.10, Kp. Bali, Tanah Abang, Kota Jakarta Pusat, Daerah Khusus Ibukota Jakarta 10250, Indonesia
    Tanah Abang
    Daerah Khusus Ibukota Jakarta
    Indonesia
    Indonesia
  • IDR 6,000,000.00 / month
    IDR
    6000000
    MONTH
  • Full timeFULL_TIME

Expired 5 years ago

2018-12-05T17:15:36.916802+00:00
Job closed.

Job Description

We are actively seeking a self-driven individual to work directly with the Global Head of Operations & Customer Excellence. From day one, you will be given 100% ownership, be challenged to think creatively and overcome business challenges in a fast-paced team environment. This position gives you the opportunity to make substantial and fast applicable changes in a rapidly growing Rocket Internet backed digital start-up. You will be challenged to analyze data to solve complex problems and identify insights and opportunities in a team environment. Most importantly you will understand the vital importance of Customer Relationship management at every point of interaction, and be committed to building a team that shares your enthusiasm and demonstrated skills.

Responsibilities

  • Provide leadership, insight, and clear communication (written and verbal) to the team on Customer Excellence best practice.
  • Methodically analyze sample cases of customer interaction in order to produce actionable insights.
  • Track, analyze and report on Customer Excellence metrics.
  • Monitor customer feedback and the impact of new and existing initiatives on services and customer satisfaction. Utilize the feedback to review and improve services for the future.
  • Work closely with other teams to identify the roots of potential problems and develop sustainable solutions.
  • Train, support and recruit a team of dedicated and effective Customer Excellence analysts.
  • Develop and execute appropriate and robust policies and CS practices to deliver an effective case management and excellent customer support.

Minimum Qualifications

  • Fluent in spoken and written English
  • Minimum 2 years experience in QA/CS functions at a call center or large business.
  • Clear and precise communicator; strong grasp of nuance and grammar in both English and Bahasa
  • High attention to detail
  • Calm and thoughtful attitude to problem-solving, with the ability to explain concepts and insights to colleagues and team members
  • Emotional intelligence and good judgment skills (B2C nature of the role)
  • Pro-active, independent and passionate about working in a start-up environment

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Administration and Coordination
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Jl. Taman Kb. Sirih III No.16, RT.10/RW.10, Kp. Bali, Tanah Abang, Kota Jakarta Pusat, Daerah Khusus Ibukota Jakarta 10250, Tanah Abang, Daerah Khusus Ibukota Jakarta, Indonesia
Industry
Hospitality
Vacancy
1 opening
Website
http://www.zenrooms.com/

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About Zen Rooms

Founded in 2016 by Rocket Internet (Lazada, Zalora, Foodpanda), ZEN Rooms is the leading network of value hotels in South East Asia. Our mission is to provide great accommodation at a very affordable price!

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