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