About SMN Group
At SMN Group, we offer a highly inclusive, collaborative, and supportive workplace to realize your full potential. We empower our team to contribute by providing a brighter future and making an impactful transformation for our clients, people, and society. We are always looking for people with relentless energy to push themselves further and find new avenues and unique ways to reach our shared goals.
Find out more about what we do here: www.ptsmn.co.id
What Will You Do:
- Develop, monitor, and review guidance, strategies, and standardization procedures of carrier helpdesk activities to ensure their effectiveness.
- Managing and ensuring all helpdesk agents handle customers complaints for carrier business within SLA (create tickets, follow-up tickets, close tickets, and send notifications).
- Receive escalation from the customer as part of the iForte escalation procedure.
- Close coordination with related operation departments to escalate cases.
- In cooperation with related teams to improve the trouble ticket system.
- Build relationships and engagement with customers (operator).
- Provide carrier helpdesk update report accurately and provide recommendation analysis to ensure the target is achieved.
- Set objectives, manage performance, and supervise the carrier helpdesk team; including evaluation on performance appraisals, to enable them to perform their duties effectively.
- Perform deliver training regularly into sales teams regarding product and technical knowledge in order to ensure the standardization of working process and information.
- Perform collaboration and coordination with internal and/or external stakeholders to ensure all processes runs smoothly.
What Will You Need:
- Have 7-10 years experiences in ISP/Telco
- Min. Bachelor Degree in any major (preferable Information Technology or Electrical Engineering.
- Excellent communication, negotiation, and leadership skills.
- Have good reporting and presentation skill.
- Fluent in English both written and verbal.
- Can work under pressure.
- Customer service excellent.
- Good knowledge for Fiber Optic and Telco Business.
What We Offer:
- You will be part of one of the fastest-growing connectivity solution provider companies in Indonesia.
- You will be part of a fast-growing team that continuously strives to deliver client satisfaction.
- Competitive benefits and exceptional career experience.
This position will be under iForte, subs of Protelindo Group.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
