Lowongan Kerja Jakarta Selatan Posisi Customer Experience Manager di DKT Indonesia

Info Loker

Perusahaan	DKT Indonesia
Posisi	Customer Experience Manager
Tempat	Jakarta Selatan
Tingkatan Kerja	Manajer/Asisten Manajer
Kualifikasi	Sarjana (S1)
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Layanan Pelanggan, Pelayanan
Gaji Min	Rp. 1.800.000
Gaji Max	Rp. 5.500.000

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.     

Job Qualifications:

• 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.

Job Responsibilities:

• 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. 

Lamar kerja

Deskripsi Perusahaan

Info Perusahaan

• Industri: Kesehatan/Medis
• No. Registrasi: FINSA02102020
• Ukuran Perusahaan: 201 - 500 pekerja
• Waktu Proses Lamaran: 19 hari
• Tunjangan dan Lain-lain: Tip, Asuransi kesehatan, Parkir, BPJS Kesehatan, BPJS TK, Private Life Insurance, Office Parking, Business Casual, 8 AM - 5 PM