Lowongan kerja CSP Customer Care PT Daimler Commercial Vehicles Indonesia di Jakarta Selatan

Full Time

Website PT Daimler Commercial Vehicles Indonesia

Deskripsi PekerjaanObjective of Job Develop & implement standard process for each possible customer contact scenario through customer care channelsMonitoring overall customer inputs/complaints through customer care channels to make both short term & long term counter measureEnsure all customer inquiries solved within agreed target timeframeAnalyze overall customer inputs/ complaints to show current trend issue & escalated to responsible function for further solutionEnsure dealer readiness for customer care center implementationPerson in charge to solve overall issue of customer care center implementation including people, system & processSetting, analyze & modify customer care appearance based on market needs (e.g IVR, WhatsApp status etc.)Person in charge for monitoring national breakdown units & regular follow up to solve the problemResponsible to initiate all marketing activity for customer care center to all related departmentProvide monthly or weekly report if required about overall activity related to customer careInvolved in customer care partner appointmentManage manpower & performance of 3rd party during agreed working hours (next: following latest development) with periodical evaluationComplianceQualificationsBachelor degree from any majorComputer skills particularly in MS Office (Word, Excel, etc.)Able to communicate in English both written & spokenMinimal 5 years related working experience in automotive industriesExcellent analytical skillsGood communication and coordination with others partyHaving similar or related function on previous job would be advantageMS Office: intermediate levelOutlook : intermediate levelBasic knowledge of ISO TS 16949, ISO 14001, SMK3 and Eco IndustryBasic knowledge of customer care center & how to dealing with complaintTask DescriptionCustomer inputs/complaint managementVendor managementCustomer care center implementationNational breakdown control board managementDealer readiness & consistency implementation including overall supportDealer readiness & consistency implementation including overall supportPerformance report & evaluationCompliance

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