Dalam perjalanan bisnisnya, Infomedia menguasai 53% market share contact center, yang terus dikembangkan dengan mengadopsi teknologi digital terdepan untuk memastikan experience terbaik bagi pelanggan.
Senantiasa mengimplementasi strategi bisnis dan operasional yang berorientasi kepada pelanggan, kami membantu mengelola digitalisasi proses bisnis secara end to end baik dari sisi front end maupun back end process yang dapat meningkatkan nilai dan core business pada perusahaan anda. Dari proses konsultansi perencanaan, pengembangan, implementasi dan operasional harian, reporting dan analisa, hingga feedback untuk pengembangan selanjutnya.
Lowongan Kerja PT Infomedia Nusantara
Saat ini PT Infomedia Nusantara memberikan kesempatan lowongan kerja untuk dapat bergabung bersama dengan posisi sebagai berikut:
1. QA Contact Center Perusahaan Online Travel Agency
Deskripsi Pekerjaan :
- Menangani tapping QA L1 – L3
- Memastikan performance dan produktivitas kualitas layanan dari Contact Center Officer sesuai dengan standar yang telah ditetapkan
- Melakukan studi banding kualitas layanan dengan menggunakan metode mystery call baik secara internal maupun external sebagai bahan evaluasi agar kualitas layanan tetap dapat selaras dengan kebutuhan pasar
- Memastikan standard service quality dan prosesnya yang akan diimplementasikan telah melalui persetujuan setiap level yang berwenang di unit terkait
- Berkoordinasi dengan unit / divisi penunjang terkait untuk memastikan kualitas layanan Call Center dapat berjalan sesuai dengan standard yang ditetapkan
- Mengelola pelaksanaan contact center service quality survey baik secara internal maupun eksternal
- Mengelola pelaksanaan call monitoring terhadap sampling calls, sampling data productivity & performance, dan sampling transaksi untuk memastikan bahwa kualitas layanan Contact Center sudah sesuai dengan standar yang ditetapkan
- Memberikan umpan balik upaya peningkatan kualitas Contact Center
- Memberikan masukan dalam melakukan kalibrasi terhadap standar layanan
Kualifikasi :
- Pria atau Wanita
- Usia maksimal 35 tahun
- Pendidikan minimal D3 semua jurusan
- Pengalaman sebagai Customer Service/Contact Center
- Paham tentang bidang pekerjaan Quality Assurance
- Paham tentang Ticketing System dan Travel/Hospitality
- Berorientasi kepada kepuasan pelanggan
- Bersedia bekerja secara shifting
2. Agent Contact Center L1 Online Travel Agency
Job Description :
- Answering email and phones from customers professionally and responding to customer inquiries and complaints
- Researching required information using available resources
- Handling and resolving customer complaints regarding product sales to customer service problems
- Providing customers with the organization’s service and product information
- Processing forms, orders, and applications requested by the customers
- Identifying, escalating priority issues and reporting to the high-level management
- Routing inbound calls to the appropriate resources
- Following up complicated customer calls where required
- Completing call notes and call reports as necessary and updating them in the CRM
- Obtaining and evaluating all relevant data to handle complaints and inquiries
- Recording details of comments, inquiries, complaints, and actions taken
- Managing administration, communicating and coordinating with internal departments
- Other duties as assigned
Requirements :
- Minimum education D3/S1
- Maximum age : 27 years Old
- Female / Male, Single
- Good Attitude and Good Looking
- Preferably have active english skills (speaking / writing)
- Have experience in Customer Service call, Email, Social Media and familiar with Online Travel Agent (OTA) industry
- Familiar with salesforce / ticketing system
- Have good analytical skills and able to solve problems
- Have orientation in the field of service (patience, empathy,listening skills)
- Willing to work shifting
3. Agent L2 Refund (Hotel, Flight, Entertainment) Online Travel Agency
Job Description :
- Answering email and phones from agent L1 and responding to customer inquiries and complaints
- Researching required information using available resources
- Handling and resolving customer complaints regarding product sales to customer service problems
- Providing customers with the organization’s service and product information
- Processing forms, orders, and applications requested by the customers
- Identifying, escalating priority issues and reporting to the high-level management
- Routing inbound calls to the appropriate resources
- Following up complicated customer calls where required
- Completing call notes and call reports as necessary and updating them in the CRM
- Obtaining and evaluating all relevant data to handle complaints and inquiries
- Recording details of comments, inquiries, complaints, and actions taken
- Managing administration, communicating and coordinating with internal departments
- Other duties as assigned
Requirements :
- Minimum education D3/S1
- Maximum age : 27 years Old
- Female / Male
- Preferably have active english skills (speaking / writing)
- Have experience in Customer Service call, Email, Social Media and familiar with Online Travel Agent (OTA) industry example : Booking.com, Priceline.com, agoda.com, KAYAK, rentalcars.com,dll
- Experience with E-commerce Industry
- Familiar with Ticketing System (Sabre, Amadeus & Gallileo)
- Familiar and experience with flights industry
- Familiar with system Hotel Channel
- Have good analytical skills and able to solve problems
- Have orientation in the field of service (patience, empathy,listening skills)
- Willing to work shifting
Tata Cara Melamar:
Jika tertarik dan memenuhi persyaratan lowongan ini, Silahkan mendaftar secara online, melalui link dibawah ini :
Posisi 1 | DAFTAR
Posisi 2 | DAFTAR
Posisi 3 | DAFTAR
Hati-hati terhadap segala bentuk jenis penipuan lowongan kerja, karena pendaftaran lowongan pekerjaan itu gratis tidak ada biaya dalam bentuk apapun.
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