Role Purpose :1. Manage / Lead a team of professional customer relation officer (CRO) who are passionate to provide excellent services for client or user who used our product and services.2. Identify and escalation all customer issues to internal staff of business unit and other functions related with the product and services of the company, and give the best solution to solve it.3. Ensure Consultant Services / Call Center Operators are properly trained and adhered to all procedure / SOP that is necessary to operate efficiently.4. Proactively, positively and professionally manage reports daily, weekly, monthly the performance of business unit Contact Center Services.5. Analyzes, defines and develops the service strategy focused on the high level of customer satisfaction while efficiently manage the cost of service.6. Develops the service budget following the service strategy, aligned with the overall objectives of the company.7. Implements continuous system and process improvement of all channels (telephone, email, social media, etc)8. Review and follow up requirements of project, contract agreement, invoices of the project, etc9. Monitors the service level customer satisfaction index (CSI)10. Consolidates all kinds reports relevant for customer service, customer complaint, service level, etc. generating statistics information which will be used for the decision making of the high level or top management such as Director Operational and Director Finance.11. Create service culture in team (physical appearance, good communication skills, pro-activeness, efficiency, etc).12. Develop and promote staff in team to improve better performance, better career and remuneration.

Quality Control & Service Standardization SupervisorRole Purpose :1. Perform and Control end-to end service deliverable / Standardization (pre-post) launch across all product and services and across customer life cycle / moment of Journey. And Assess all possible impact that might impair the customer experience standard and promises and address it accordingly to the further tested and address to respective parties to recommend the final call for pre-launch, as well as Post Launch.2. Check and monitor quality of services delivered to customer, Report and highlight gaps and shortfalls3. To plan, design, and manage all end to end testing rule and scenario across all product and services and across customer life cycle / Moments of Journey

Operation Management Support SupervisorRole Purpose :1. Supervise to ensure that all operational request regarding access privilege of application in inbound and outbound are always processed well and completed.2. Supervise to ensure that the Indosat Customer Service IVR (Interactive Voice Response) are always update, good performance and user friendly for customer.3. Supervise to maintain, enhance the internal web portal and support the operational run properly.4. Supervise to provide recommendations for performance improvement (infrastructure, applications and systems) in accordance with the management needs.

IT & Telecomunication Unication Support Supervisor Role Purpose :Maintain sufficient, standard and reliable systems / infrastructure to ensure effective and efficient operations. Implement IT procedures and process to ensure maximum data protection / security.

Contact Center Inbound IM3 SupervisorRole Purpose :Oversee team of junior and senior officers. Motivate team, roster planning and handle staffing issues, such as disciplinary and performance counselling.

Contact Center Indosat Info Center Supervisor Role Purpose :Oversee team of junior and senior officers. Motivate team, roster planning and handle staffing issues, such as disciplinary and performance counselling.

Project Alliance Role Purpose :As counterpart and dispatcher between internal and external party representing Cellular Contact Center Operation Division, especially related project enhancement.

Call Center VIP (Very Important Person) Team LeaderRole Purpose :Handle incoming calls (order, inquire, complaints) and direct calls for further problem resolution. Handle larger clients or 1st Level escalation. Lead, teach, guide and / or motivate teams throught the call process if necessary

Customer Service Representatives (CSR)Role Purpose :Handle incoming calls (order, inquire, complaints) and direct calls for further problem resolution.

Surveyor Role Purpose :Supported sales efforts of customers by maintaining purchase and sales pest control services, coordinated and follow up clients.