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      customer service
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      Responsibilities : * Execute quality checks and process controls on regular basis. * Provide reguler and ad-hoc reporting on Quality Assurance activities and audit results. * Coordinate with Team Leader to provide clear and timely feedback inclusive of all identified issues. * Cooerate with Campaign Management team to imprve training material and scripts based on compiled feddbacks. Requirements : * Dipoma or University degree * Minimum 2 years of experience as Quality Assurance (Telesales will be an advantage) * Attenton to detail * Good knowledge in MS Office (Word, Excel, Power Point)
      2 hari yang lalu
      Transaction Support Ticketing Manager will be in-charge to plan, develop, manage & lead the Transaction Support Ticketing team by a highly - effective, skilled and empowered team and maintain customer relationship of all related contact points in order to provide best best-in in-class 2nd tier supports that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customer. Provide supervision, mentoring and leadership to the Technical Support Ticketing Staff in the course of developing knowledge, repeatable training, systems and tools, shaping and tracking quality metrics surrounding both Customer, product and system health. Handle all ticketing function: flight (GDS and non-GDS), also Train ticketing. Main Responsibilities: * Plan & develop transaction support ticketing team operation business plan based on the customer operations Strategy, Tactics, Operational Initiatives & Enhancement and implement it in all related contact center & transaction Support operation effectively and in efficient way to achieve the company objectives. * Identifying and resolving problems; Maintains, monitor & improves the transaction support ticketing team by monitoring system performance, identifying and resolving problems; preparing and completing action plans, process audits and analysis; managing system and process improvement and quality assurance programs in optimum, effective & efficient way. * Defines and monitors metrics to maximize application performance and to ensure systems have adequate capacity to support projected subscriber growth rates * Maintain effective communication and actively seek opportunities to continuously improve the team performance and process. Recommend changes in methods and/or procedures according to the customer need to improve efficiency and effectiveness. * Identify, project plan and integrate future plan in conjunction with Development, Implementation, Integration, and Technical support management to increase service efficiencies and cost efficiency. * Maintaining a good communication with the product, engineering and/or other internal and external party on the issue escalations and support needed to ensure optimum performance of the agreements that has been established can run in an effective and efficient manner. * To Provide Customer Satisfaction Management which includes handling solicited and unsolicited feedback, focusing on customers, analyzing customer service performance, providing information to customers and reporting analysis. * Monitor and ensure the quality monitoring and standard monitoring process in order to measure and ensure the quality of service of all transaction support ticketing teams. * Plan & develop with related training & learning unit/Dept/Div. A competency based learning and contact center talent pool management and build teamwork among managers, and all staff to ensure high morale, motivation and focus on customers experience. * Develop subordinates’ capacity through daily monitoring and supervision, quarterly and yearly staff performance discussions/evaluation, and routine coaching/training to improving and updating staff performance and career development (in coordination with People Operations Department)
      2 hari yang lalu
      * Processing refund flight booking to Airline * Update refund amount * Processing fraudulent cases * Processing credit card refund * Solving customer cases related with refund problems
      2 hari yang lalu
      Transaction Support - Hotel Support Manager will be in charge to plan, develop, manage & lead the team by a highly - effective, skilled and empowered team and maintain customer relationship of all related contact points in order to provide best best-in in-class 2nd tier supports that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customer. Provide supervision, mentoring and leadership to the Technical Support Hotel staff in the course of developing knowledge, repeatable training, systems and tools, shaping and tracking quality metrics surrounding both Customer, product and system health. Main Responsibilities: * Plan & develop transaction support hotel team operation business plan based on the customer operations Strategy, Tactics, Operational Initiatives & Enhancement and implement it in all related transaction Support operation effectively and in efficient way to achieve the company objectives. * Identifying and resolving problems; Maintains, monitor & improves the transaction support non ticketing team by monitoring system performance, identifying and resolving problems; preparing and completing action plans, process audits and analysis; managing system and process improvement and quality assurance programs in optimum, effective & efficient way. * Defines and monitors metrics to maximize application performance and to ensure systems have adequate capacity to support projected subscriber growth rates. * Maintain effective communication and actively seek opportunities to continuously improve the team performance and process. Recommend changes in methods and/or procedures according to the customer need to improve efficiency and effectiveness. * Identify, project plan and integrate future plan in conjunction with Development, Implementation, Integration, and Technical support management to increase service efficiencies and cost efficiency * Maintaining a good communication with the product, engineering and/or other internal and external party on the issue escalations and support needed to ensure optimum performance of the agreements that has been established can run in an effective and efficient manner. * To Provide Customer Satisfaction Management, which includes handling solicited, and unsolicited feedback, focusing on customers, analyzing customer service performance, providing information to customers and reporting analysis. * Monitor and ensure the quality monitoring and standard monitoring process in order to measure and ensure the quality of service of all transaction support ticketing teams. * Plan & develop with related training & learning unit/Dept/Div. A competency based learning and contact center talent pool management and build teamwork among managers, and all staff to ensure high morale, motivation and focus on customers experience. * Develop subordinates’ capacity through daily monitoring and supervision, quarterly and yearly staff performance discussions/evaluation, and routine coaching/training to improving and updating staff performance and career development (in coordination with People Operations Department)
      2 hari yang lalu
      * Interface between customers and hotels to resolve any cases arising upon/after check-in. * Re-book based on payment data and booking center * Identify & escalate bug issue to related engineering team * Manage hotel health * Identify last minute hotel booking * Escalate new and unsolved issued to Team Leader
      2 hari yang lalu
      Transaction Support Non-Ticketing Manager will be in charge to plan, develop, manage & lead the team by a highly - effective, skilled and empowered team and maintain customer relationship of all related contact points in order to provide best best-in in-class 2nd tier supports that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customer. Provide supervision, mentoring and leadership to the Technical Support Non-Ticketing staff in the course of developing knowledge, repeatable training, systems and tools, shaping and tracking quality metrics surrounding both Customer, product and system health. Handle refund processing, payment processing, destination and complimentary product team. Main Responsibilities: * Plan & develop transaction support non ticketing team operation business plan based on the customer operations Strategy, Tactics, Operational Initiatives & Enhancement and implement it in all related transaction Support operation effectively and in efficient way to achieve the company objectives. * Identifying and resolving problems; Maintains, monitor & improves the transaction support non ticketing team by monitoring system performance, identifying and resolving problems; preparing and completing action plans, process audits and analysis; managing system and process improvement and quality assurance programs in optimum, effective & efficient way. * Defines and monitors metrics to maximize application performance and to ensure systems have adequate capacity to support projected subscriber growth rates. * Maintain effective communication and actively seek opportunities to continuously improve the team performance and process. Recommend changes in methods and/or procedures according to the customer need to improve efficiency and effectiveness. * Identify, project plan and integrate future plan in conjunction with Development, Implementation, Integration, and Technical support management to increase service efficiencies and cost efficiency * Maintaining a good communication with the product, engineering and/or other internal and external party on the issue escalations and support needed to ensure optimum performance of the agreements that has been established can run in an effective and efficient manner. * To Provide Customer Satisfaction Management, which includes handling solicited, and unsolicited feedback, focusing on customers, analyzing customer service performance, providing information to customers and reporting analysis. * Monitor and ensure the quality monitoring and standard monitoring process in order to measure and ensure the quality of service of all transaction support ticketing teams. * Plan & develop with related training & learning unit/Dept/Div.a competency based learning and contact center talent pool management and build teamwork among managers, and all staff to ensure high morale, motivation and focus on customers experience, * Develop subordinates’ capacity through daily monitoring and supervision, quarterly and yearly staff performance discussions/evaluation, and routine coaching/training to improving and updating staff performance and career development (in coordination with People Operations Department)
      2 hari yang lalu
      The Non-GDS Ticketing Staff is responsible for customer cases related to the issuing of airline tickets. The Ticketing Team supports customers when changing information as permitted under the terms of their ticket purchases and interfaces with airlines as needed to serve the customer. Responsibilities: * Resolve customer cases related to flight ticketing, including but not limited to rescheduling, corrections, changes, check-in problem. * Issue tickets to customers via booking system. * Escalate support cases as per company’s criteria. * Manage airline health and CAPTCHA viewer. * Achieve daily performance targets defined by the supervisor * Ensure all cases are solved within required time frame following company’s SOPs. * Escalate any issues or product improvement suggestions to the related stakeholders
      2 hari yang lalu
      * Checking compatibility among amount of transfer with ticket price * Approving payments made by the customers * Check incoming payments of all payment methods * Payment verification and processing payment * Use Zendesk for ticketing problems * Answering escalated problems from Customer Service team * Manage payment health * Identify & escalate bug issue to related engineering team * Manage routing off & on payment methods & immediately escalate to related engineering team * Escalate new and unsolved issued to Team Leader
      2 hari yang lalu
      To monitor and lead ahighly - effective, skilled and empoweredInternational customer operations team, andensure service delivery of the Customer Operations teams outside Indonesia meet the company expectations when serving its customers and partners by providing strategic direction and ensuring adherence to the agreed standards of service. Main Responsibilities: * Plan & develop international customer operation business plan (Strategy, Tactics, Operation Initiatives & Enhancement) and implement it in all related contact centre operation effectively and in efficient way to achieve the company objectives. * Oversee the performance of the Customer Operations teams outside Indonesia, including in-house and third-party service providers and in parallel review, define and suggest improvement to company policy, process, and tools to align with specific countries’ customers’ expectations to ensure performance targets of the international Operations Teams are met. * Provide operational and strategic guidance to the Country Operations Teams and the Country Managers around Customer Operations and also define reporting strategy and performance targets for non-HQ entities but when needed step in to manage Country Operations when needed, such as during high-volume periods. * Interface with BPO vendors in each country during selection, contracting, and ongoing operations phases of the engagement. * Continuously audit country customer operations procedures, staffing, knowledge, and tools in order to provide regularly report to upper management and propose methods for filling gaps and continuously optimizing processes to provide excellent customer experience. * Support and partner with the country teams team to identify weaknesses, implement improvement initiatives, and monitor results including Identify and propose new tools to the Customer Experience team to help improve the customer experience. * Define and manage the working arrangement between HQ and the local offices as well as between the local offices by ensuring localization of operational procedures in support of expectations of the market’s customers * Plan & develop with related training & learning unit/Dept/Div.a competency based learning and contact centre talent pool management and build teamwork among Supervisors, and all staff to ensure high morale, motivation and focus on customers experience, * Develop subordinates including build and motivate local teams of managers and agents through mentorship and guidance capacity on daily monitoring and supervision, quarterly and yearly staff performance discussions/evaluation, and routine coaching/training to improving and updating staff performance and career development (in coordination with People Operations Department)
      2 hari yang lalu
      Requirements:Max. 35 years oldMinimum Diploma Degree in any majorGood health and physical fitnessEnergetic, self motivated, attention to detail and confidentGood looking, good communication and interpersonal skillFluent in English communication skill, both oral and writtenWilling to work shift
      19 jam yang lalu
      Requirements:Female, max. 25 years oldMinimum Diploma Degree in any majorGood health and physical fitnessEnergetic, self motivated, attention to detail and confidentGood looking, good communication and interpersonal skillFluent in English communication skill, both oral and writtenWilling to work shift
      19 jam yang lalu
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