PT Infomedia Nusantara

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