Customer Care Assistant Manager, Home Credit Indonesia

Home Credit Group is a global and reputable consumer financial services provider and has a strong market share throughout Europe and Asia. We helped to 40 million customers by our 52,200 employees worldwide.

Responsibilities :

• Finding ways to measure customer satisfaction and improve service
• Meeting with other department to discuss possible improvement in customer service department
• Cooperate with Quality team to conduct mystery calls, mystery email, mystery posted and helping team leader to improve the quality of operator
• Create plan for people development, motivation event & training plan.
• Cooperate with Trainer team to create & conduct quiz as part of monthly KPI evaluation operator
• Helping Team Leader in preparation of High profile upcoming project

Requirements :

• University degree (can be substituted by extensive relevant work experience)
• English communication (Advanced)
• MS Excel knowledge (Advanced)
• MS Powerpoint knowledge (Advanced)
• Customer Experience improvement program design or implementation 
• Experience in process quality control and measurements
• Experience with managing documents
• Experience with providing suggestion and recommendation to senior management over the trends, finding, set of data and formulating the improvement plan
• Experience with setting Service levels, KPIs and thresholds
• Large call center in consumer sector experience
• Knowledge of the Indonesian consumer finance industry and regulations
• Effective communication skills – written and verbal
• Interpersonal skills, team player
• Presentation skills
• Pragmatic approach and consensus seeking ability
• Ability to analyze data, trends, correlations and draw conclusions and hypothesis
• Ability to define, describe, implement and analyze process effectiveness and recommend changes
• Ability to manage change
• Ability to prioritize and to manage multiple tasks and deliver outcomes under pressure
• Administrative skills
• Analytical, problem solving and investigative skills and structured thinking
• Fast learner
• Flexible problem solving skills
• Organizational and planning skills
• Technical ability and system analysis
• Time management
• Ability to work independently, self- motivation and reliability
• Focus on results and ability to deliver

Apply Now or Visit site Home Credit Indonesia

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