Bintang Mahassari

- Responsible to lead complaint team (Tier-3), motivating, develop and coach through good leadership that defined performance outcomes are ensured - Manage the handling, investigation and resolution of all complaints received in timely manner as SLA agreed and ensure customers are kept information throughout the complaint process - Act as an escalation point for issues arising from operations and requiring coordination with other departments - Initiate and support corrective or preventive actions as needed to improve performance of customer service team - Prepare and distribute complaint reports to relevant stakeholders as required - Analyze complaint data and issues to identify continuous improvement actions and work with the business in order to reduce the incidence of complaints - Understanding the reasons and factors behind complaints and work towards to solving customers’ problems - Meeting with product development teams and relaying customer complaints related to the product - Handling hard complaint cases and meet with customer complaint directly

- Responsible to manage Outbound Welcome Call, Premium Due Reminder and Quality Assurance team - Analyze service quality trends, conduct root cause analysis and make recommendations for policy, procedures, workflow changes as well as service recovery efforts to achieve operational excellence - Manage, implement, lead projects/events on service improvement and awareness programmers and team bonding activity relating to controls, people, process as well as service improvement between departments and across division - Provides timely quality monitoring reports of call center, customer service, correspondence and complaint management team and giving feedback to managers to facilitate increased staff and agent performance - Responsible for staff recruiting, performance evaluation, training, and development - Responsible in managing daily operation of Outbound Welcome Call and Premium Due Reminder to achieve target SLA and KPI agreed - Prepared Welcome Call script for new product released and ensuring all Welcome Call agent using the script to avoid any incorrect information delivered to customer - Maintain good relationship with Business Quality, SRM bank partners and other related unit

- Responsible to manage complaint team and assist the development and maintenance system for complaint management - Ensuring all complaints are recorded, acknowledged in timely manner, well managed, handled and solved with the best solution for company and customersin order to maintain customer satisfaction at a high level, both internally and externally - Ensures processes of complaint handling management are constantly refined and developed in line with strategy and regulation of PT. Commonwealth Life - Provide report based on complaint trends and communicate lessons learnt to the superiors, business partners and regulator - Demonstrate awareness and understand how regulations and the business of PTCL impact on decision making ability in the customer handling. Understand the role of the expert in the customer handling decision making process - Play a lead role in monitoring investigations, resolutions and reporting of all customer complaints - Provide proper training and coaching for team and ensure the learning needs for all frontlines in relation to complaint handling are identified - Motivate, develop and coach employees by conducting regular one to one meetings, goals setting & reviews, coaching sessions and appraisal meetings with team and effectively manage performance

-Responsible in managing daily operation of Inbound, Outbound Contact Centre and Customer Care as well as Complaint Handling Unit. -Developing and implementing Customer Care, Inbound, Outbound Contact Center Strategic plans. Use call-center staff and technology resources efficiently and cost-effectively by analyzing records of incoming calls, outbound performance, forecasting, re-designing process, seat re-arrangement to ensure the right level of resources are available to meet customer demand, minimize call-waiting at peak time or allocate agents to other productive duties at quite time. -Delivering high standards of service to customers increase First Call Resolution by monitoring and ensuring TSR have the knowledge and skills to answer customers’ inquiries, requests for support or problems quickly and effectively also to ensure that calls and emails are answers within agreed time and in appropriate manner. -Providing reports to regional and local stakeholder consist of various aspects of Inbound call-center performance, analyze trends, outbound sales performance, complaint trend and drive a continuous improvement within the contact center -Have global exposure experiences customer service, contact center inbound-outbound, customer care as well as complaint management, customer retention and CRM System

-Improve customer care quality of service, productivity and profitability by identifying customer service trends; determining system improvements, evaluating, and re-designing processes, establishing and communicating service metrics -Meet financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures and analyzing variances to improve customer service and company’s revenue -Create and run reports to regional stakeholders as necessary to discover or track customer complaint trends, analyzing results and implementing changes to determine customer needs and new opportunities -Develop and implement complaint handling policies and procedures -Develop and implement follow up script of missed payment reminder and strategy to achieve contact rate and paid rate -Conduct training AIG Indonesia employee to deliver a high standard of customer service and complaint Procedures and policies -Being involved in staff recruitment, appraisals and dealing with any staffing issue that arise -Keeping ahead of developments in customer care and missed payment reminder by going to meetings with regional AIG Insurance, participates in competition and attending relevant courses in Local country and overseas. -Achieve customer objectives by contributing customer care information and recommendations to strategic plans and reviews, preparing and completing action plans, completing audits related with complaint handling and missed payment reminder.

-Manage service and customer satisfaction by training and guide call center agents to execute their tasks -Provide accurate information and support new or existing process development & implementation -Resolving problems and complaint to support the team -Monitor agents, calculate call centre performance, analyse report and develop schedules to control adequate staffing levels -Maintains a detailed record of the turnover, and researches and formulates strategies which effectively aid in employee retention -Implement Initiative on customer retention program for VIP customer (MyRing program with label, Ramadhan program, etc)

 Evaluate service activities to customers through call center and walk in centre  Training employees and develops new processes -Measure and assess customer and employee satisfaction -Collect and analyse data on customer demographics, preferences, needs, and buying habits -Reporting and provide recommendations for service improvement -Conducting employee recognition activities like service honours and 'Employee of the Month' awards -Conduct training and coaching to ensure the learning needs for all frontlines in relation for continuous improvement in service and sales practices