LIFE IN AXIS
Strengthened by two of the world’s largest mobile groups, STC and MAXIS, AXIS has evolved into Indonesia’s fastest growing mobile operator. This has sustained us in seizing greater business opportunities.
Working at AXIS is uniquely different, we take the unconventional route through a culture of openness, teamwork and, most importantly, the fun factor. We take pride in getting the job done.
If you have a challenger spirit, we’d like to hear from you!
Customer Service Infrastructure Manager
Jakarta Raya
Responsibilities:
- Manage, maintain, analyze, review & monitor related system, technology & infrastructure in the forms of stability, effective technology integration and operational support in order to continuously enhance & improve the operational performance aim for customer centric business process, operational efficiency & effectiveness.
- Actively establish, analyze, prepare, seeks, identify & monitor performance benchmark the high standard & related operational management practices of customer service infrastructure & technology support quality in order to do effective initiatives and to ensure superior quality and continuous improvement in the operations aimed for world class standard quality of service in the form of business process, policies and standardization.
- As a liaisonand/or PIC or as coordinator within customer service organizationto related Functions/Department/Division/Unit or related partners/vendor suppliers in order to provide quality of new or existing system/technology/ infrastructuredevelopment & implementation due to new initaitives, programs, products and system enhancement that impact the operational to achieving effectiveness & efficiencies and quality customers’ experience.
- Provide regular & compelling report on related system, technology & infranstructure report to continuously monitoring& maintain technology performance & actively seeks for improvements in order to achieve the operational target, efficicency & effectiveness, including compelling analysis mechanism.
- Manage, review, plan & coordinate related technology data & information within customer service organization in the forms of architecture or relationship and content management in order to continuously provide updated & accurate information for customers (external & internal).
- Continuously shows good performance including the team of any assignments/project that has been assigned & able to support & handle Inbound & Outbound Calls Services & Collection (if needed) in order to maintain good Customer Satisfaction Level.
Requirements:
- Candidate must possess at least a Bachelor's Degree, any field.
- Has experience in management, leadership and wide knowledge in Sales/Marketing/CS/Business Process/Credit or QA Analyst of telecommunication/banking/insurance/fast moving consumer goods (FMCG).
- Minimum 4 – 5 years experience in Service, Sales, Finance, IT or Marketing, Infrastructure, Complaint & Recovery Management, Customer Satisfaction Management, Project Managementand expert in technology or system analyst, evaluation, development in telecommunication/banking/insurance/fast moving consumer goods industries (experience in telecommunicationor banking industries would be an advantage).
- Experience in analyzing, reviews & plan related Infrastructure/Technology process and Infrastructure QualityManagement, Operation Systemsor Applications (such as: IVR, PABX, Knowledge Management, electronic Learning Development, Sales Application, Service Management System, Billing Operation System, SAP Application, CRM Application).
- English fluency and computer literacy is a must.
- Have a paradigm & mindset focus on stakeholder benefits, Strategic & Conceptual Thinking, also Proactive, creative, honest, high integrity, business ethic & professional, goodcCritical & positive thinking & persistence, fast learner, willing to learn, and high motivation, presentation skill.
- apply here
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