Lowongan Consumer Acquisition & Activation Manager di PT Abbott Indonesia

MAIN PURPOSE OF ROLE

• Assists supervisor/manager with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems via the telephone and sometimes e-mail.
• Provides direction and guidance to less experienced team members.
• Recognizes and recommends areas needing improvement.

MAIN RESPONSIBILITIES

• Applies advanced knowledge and skills in Customer Service.
• Handles customer service inquiries and problems via the telephone and/or email recording consistent problem areas.
• Customer service is the primary function, but may include minimal selling or promotion of products or services.
• Calls are non-routine but require deviation from standard screens, scripts and procedures.
• Handles situations which may require adaptation of response or extensive research according to customer response.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Requires extensive knowledge of company, products, and/or services.
• May required advanced problem-solving.
• May assess needs and suggest/promote alternative products or services.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Monitors and reviews existing processes.
• Independent on meeting operational objectives and requires only general guidelines.