Hasan Basri Email & Phone Number

Semarang, ID

• Real Time Operational Monitoring of all services contained in Live Chat and Email operations.
• Checking attendance, compliance and finding discrepancies for each agent.
• Action plan/recovery plan limitations when there is an increase in the backlog.
• Read and interpret real time conditions from reporting tools per interval.
• Help achieve service level targets both at intervals and daily.
• Consult, achieve and maintain optimal contact center services

• Contacting Astra customers using the telephone, by asking several survey questions using the online computer system.
• Make outbound calls to customers to survey products/services from Astra
• Analyze the level of customer satisfaction
• Carry out records in the system according to provisions
• Record and report all feedbackrelated to daily activity calls made to the Team leader/SPV

• Provide information needed by consumers regarding company products via telephone according to applicable SOP
• Listen carefully to every complaint submitted by consumers via telephone according to the applicable SOP
• Provide the best solutions to problems faced by consumers according to applicable SOPs
• Serve consumers quickly
• Escalate to the relevant unit if there are questions and complaints that need to be resolved further
• Polite and friendly in interacting with consumers

• Follow the survey briefing
• Master the contents of the questionnaire given
• Search for respondents according to the predetermined panel
• Conduct interviews according to the survey questionnaire
• Take full responsibility for the correctness of the contents of the questionnaire
• Reporting the results of the interview with the head of the field supervisor