Contact Center Specialist - Bahasa Indonesia Speaking
Position summary & key areas of Responsibility:
· Position works in a high volume, short duration call centre environment serving as the primary interface to internal and external customers and/or their agents
· Troubleshoots undocumented problems; Conducts service audits
· Position involves engaging with Call Management team for customer's inquiries or request for escalation; Research and analyze operational effectiveness through interviews and metrics and provide input to management team
· Serves as a Subject Matter Expert for all accounts; Conducts audits and assists in work direction of other Customer Care Agent’s to ensure daily functioning of the organization and daily metrics are met
· Responsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexity; Ensures the team meets Service Level Agreement’s
· Position is responsible for overall IM system implementation and management
· Analysis and implementation of Gasper Manager Features to fulfill business requirements and improve service
· Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrity; Authors and edits user documentation, procedures, and instructions
· Work environment involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; position also involves prolonged periods of PC and telephone usage
· Have regular feedback, interactive calls with operational team of customers to improve quality of deliverables with in SLA; Evaluate vendor performance on meeting SLAs/Provide input from monthly vendor meetings; Provide inputs on process deviations in performance and advice on penalties; Provide feedback regarding accuracy of knowledge articles and other customer service tools
Basic qualifications:
· High School Diploma
· Minimum 1+ year’s experience in a related field
· Understanding of ATM fault management and call management procedures
· PC literacy; Understanding of Windows-based applications/tools; Keyboard proficiency
· Excellent language/communication skills, verbal as well as listening skills
· Understanding of basic customer location/geography area knowledge
berminat e-mail saya 
e-mail: gambit.wijaksana@gmail.com
urgent!!! klo bs tgl 1 desember dah email ke saya