lientekno.com – Lowongan Kerja Posisi CUSTOMER EXPERIENCE MANAGER di DKT Indonesia
DESKRIPSI LOWONGAN KERJA
DKT INDONESIA is set to recruit a CUSTOMER EXPERIENCE MANAGER. The main role is to create a satisfying and compelling experience for our consumers (callers) on their reproductive health and contraceptive journey through our call centre and social media/digital touch points. In addition, the position is responsible for engaging via digital means (mainly via software and/or apps) with our customers (Bidans, Pharmacists and Doctors) disseminating information and managing our database.
- Bachelor’s degree in the health science or medical, public relations, communications, or other relevant discipline.
- Experience 7 years in working and managing call center in healthcare industry.
- Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills. Proven ability to listen and talk to consumers/customers without leading/biasing the conversation.
- The role requires creative thinking and a real talent for communications. Strong coaching and leadership skills, ability to motivate employees.
- Proficiency with the necessary technology, including computers, software applications, apps, phone systems, etc.
- Ability to analyse quantitative results and demonstrate measurable impact to business. Good analytical skills.
- Experience crafting and setting up objective consumer and customer (familiarity with NPS and Survey Monkey a plus) to extract consumer/customer feedback and insights.
- Fluent in English.
- Develop appropriate scripts for our call centre (in-bound and out-bound) to facilitate better consumer (callers) service response and make the experience simple, frictionless, and purposeful.
- Develop a responsive process to inquiries from our social media and lead the conversation appropriately, and purposefully.
- Develop appropriate referral systems to facilitate a smooth contraceptive journey for the callers.
- Keep track of consumers journeys, and develop a call back mechanism to track usage and satisfaction.
- Prepare monthly results and performance reports, collect, track, and analyse consumer & customer feedback and suggest improvements internally based on the insights gathered.
- Hiring, training, coaching, and leading call centre representatives as they provide support for consumers (callers).
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
- Liaise with internal teams such as marketing, trade marketing and sales departments to ensure gaps in consumer and customer experience – irrespective of where they occur in the journey – are plugged.
- Provide quantitative and qualitative analytics feedback and reports to improve processes, ensure resources are properly allocated, determine priorities, and maximize efficiency and consumer/customers satisfaction.
- Manage the ever-growing database of our customers (Bidans, Pharmacists and Doctors) with a view to utilize it fully by disseminating information and messages effectively and purposely as crafted by the marketing department.
- Coordinate the dissemination and ensure the messages are reaching all the targeted touch points in a designed and engaging manner via a software or an app.
Informasi Tambahan Lowongan Kerja
Tingkat Pekerjaan : Manajer/Asisten Manajer
Kualifikasi : Sarjana (S1)
Pengalaman Kerja : 7 tahun
Jenis Pekerjaan : Penuh Waktu
Spesialisasi Pekerjaan : Pelayanan, Layanan Pelanggan / 505, 134
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Informasi perusahaan Pemberi Kerja, DKT Indonesia
DKT INDONESIA is a dynamic and innovative social marketing organization that promotes the provision of contraception, reproductive health, and HIV/AIDS prevention products and services.
DKT INDONESIA is the largest private provider of contraceptives in Indonesia with market-leading brands such as Sutra Condoms, Fiesta Condoms, Andalan Kontrasepsi, Andalan Feminine Care, Andalan Alat Uji Kehamilan Pribadi, Andalan Nutrisi, Postpil, Elzsa, Harmonis, MVA Plus Sets, Misotab.
Please visit our website at www.dktindonesia.org
Informasi Tambahan Perusahaan DKT Indonesia
Ukuran Perusahaan : 201 – 500 pekerja
Waktu Proses Lamaran : 19 hari
Industri : Kesehatan/Medis
Tunjangan dan Lain-lain : Tip, Asuransi kesehatan, Parkir, BPJS Kesehatan, BPJS TK, Private Life Insurance, Office Parking, Business Casual, 8 AM – 5 PM
Lokasi : Jakarta Selatan