- Diploma or Bachelor's degree (D3/S1), preferably in
Telecommunications, IT, or related field
. - Minimum
1 year of experience in helpdesk, call center, or contact center operations
. - For
supervisor/team leader roles
, minimum
3 years of experience in helpdesk or customer support operations
. - Fluent in
English
, both written and spoken. - Strong understanding of
customer experience standards and customer journey concepts
. - Excellent communication, listening, negotiation, and problem-solving skills.
- Strong leadership ability with good team coordination skills.
- Patient, empathetic, and able to handle customer complaints professionally.
- Willing to be a PKWT contract employee for the Lintasarta project
- Willing to work full-time in the office
- Lead and supervise the inbound support team in handling customer inquiries via phone, email, and applications.
- Ensure all customer requests are properly logged into the ticketing system and assigned to the appropriate department.
- Monitor ticket handling to ensure responses and resolutions meet defined
SLA targets
. - Manage escalations and coordinate with internal teams to resolve complex or unresolved cases.
- Ensure service quality aligns with company
customer experience standards
. - Prepare performance reports, analyze service trends, and provide recommendations for service improvement.
- Ensure team readiness during operational hours, including standby support during public holidays.
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Help Desk Team Lead - Jakarta Metropolitan Area - Lintasarta
Deskripsi
Qualifications:
Job Responsibilities:
Location:
LRT Operational Sites
Working Schedule:
Office Hours (8x5)
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