PT XL Axiata Tbk. (XL) was established on 8 October 1989, under the name PT Grahametropolitan Lestari. XL is now leading the industry as a cellular telecommunications provider with extensive coverage throughout Indonesia. It provides services for retail customers and offers business solutions for corporate customers, including voice, data and other value-added mobile telecommunications services.Analyst Service Culture Promoter - Jakarta
Responsibilities
- Develop and Translate service excellence objective into comprehensive, applicable, effective program
- Develop and coordinating a conducive environment to strengthen and accelerate service excellence such as service competition, service excellence frills, reward and acknowledgement
- Conduct CS events internal and external with coordinating with other unit or third parties
- To ensure all frontline get clear understanding about applied Service Standard and they could translate the information to customer by evaluating the effectiveness on each process
Requirements
- University background (S1) in Engineering / Statistics / Economics with at least 3 years work experience in Telco Industry preferably in Customer Service
- Good understanding of Customer Relation Management (CRM) and Customer Serive
- Good computer literacy
- Creative and initiative
- Strong and good analytical thinking
- Closing Date: 26-6-11
Responsibilities
- Design the strategy for implementing people,process and tools change across customer end to end touchpoints with customer service
- Design the alignment strategy & governance of customer end to end touchpoints with support function within CS & also with other related dept within XL organization
- Determine standards, set policies and build monitoring mechanism for frontlier customer engagement
- Demonstrate measurable impact of workflow changes on resolution & quality of service metrics
- Interact with individual functions and form collaborations across functions to develop understanding of cross functional issues
- Develop hypotheses on improvement initiatives from analytical insight
- Follow up with business / functional owners to ensure improvement initiatives are end to end and action log progress is on schedule
- Provide feedback on internalizing and implementing key learnings into XL SOP’s
Requirements
- S1
- Customer service experience , min 2 years
- Strong customer and service orientation
- Organization project management skill
- Strategic insight
- Ability to quickly establish breadth of knowledge.
- Good planning, coordinating and monitoring projects
- Closing Date: 26-6-11
ASCP --- SCFA
Source: JobStreet
