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
Home Credit Indonesia

August 27, 2016

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