- Responsible for Honest Care Operation end to end monitoring including supervision of a group of Customer Care Specialist, ensure the 24/7 operation work accordance to company standard
- Provide regular (weekly & monthly) coaching and counseling to all team members discuss the performance progress and ensure all team members achieve the performance target
- Review and Identify performance & operation related issues regularly (Daily, weekly, monthly), develop an action plan for improvement, implement corrective action.
- Responsible for all issues escalation and do proactive follow up to relevant stake holders to ensure all the issues solved within the SLA
- Organize schedule & shift pattern based on the operational needs
- Ensure a safe and harmonious working environment for all Customer Care Team and be the role model in embracing Honest Value for the team
- Generate insight based on the customer's voice and develop action plan accordingly
- Develop and maintain Knowledge base and or FAQ updated with the latest product, promo information and communicate for any changes to the team and ensure all team members are aware and updated
- Customer oriented
- Have strong leadership & critical thinking skill
- 3+ years of experience in customer service
- 1+ year of experience as a team leader or supervisor
- Good at communication, problem-solving, and coaching
- Ability to communicate to all level
- Extensive experience in managing 24/7 Contact Center operation
- Self driven & full of initiative
- High level of attention to details
- Ready to work on shifts or flexible hours if needed
- English proficient
Work Location: Cilandak, South Jakarta
Work Hours: Shift basis (24 hours operational coverage)
Our application process
Hiring is something we do with care. Because of that, having a transparent and thorough recruitment process is key. If you liked what you've read and are up for the challenge, here is what to expect after submitting your resume:
The hiring team reviews your application
You get invited to an technical interview with the hiring team
SLIK / BI Checking and Background Checking by Integrity
Offer
Why you'll love it here
Training Course
You'll be working with the smartest people in the industry
A modern office right in the heart of Jakarta
Monthly Wellness Allowance
We don't believe in titles or hierarchy but value contribution & celebrate achievements as a team
Honest Hiring
At Honest, we're working hard to build the future of finance for Asia. To do so, we prioritize attracting the best talent worldwide to join us – regardless of their background and heritage.
At Honest, we are committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, or other class protected by applicable law. We are proud to be an equal-opportunity workplace.
If you want to change how people access finance in Asia, join us and help us build a global company where we're all proud to belong.