Sr Officer-Key Account Helpdesk

Senior Officer- Key Account Officer Helpdesk

About The Role 

• Manage the team to do troubleshooting and escalate the problem by trouble ticketing system (problem identification)
• To make sure the services provided to the customers meet the SLA committed in the contract (monitoring MTTR and Long outage Reduction

Area of Responsibilities

Complain Handling 

Monitor and manage complaint problems from customers until problem resolved 

Maintain MTTR Silver Operations 

• Escalation to higher level in internal to speed up problem resolution 
•  Manage coordination with customers and regular update for complain handling 

People and Time Management 

• Able to manage workload properly among core team members to deliver on time
• Manage communication between core team members and external resources (3rd party) to get optimized synergy to reach goal within organization 

Strategic and Analytical Thinking 

• Explore and discover the data (structure and unstructured data) to be insight and convert into tangible business value by providing actionable recommendation

Reporting & Presentation

• Perform ad-hoc and regular data query, processing, and analytics for all B2B detail root cause problems
• Deliver regular report (daily, weekly and monthly/ quarterly) or ad-hoc report as requested by the Division Head
• Able to translate on and communicate the idea, insight and analysis into user friendly reporting and writing format. 

Minimum Requirements

Qualification:

• Minimum bachelor’s degree from reputable university in Telecommunication/Information
• Technology/ Computer Science/ Mathematics
• Has solid analytical and problem-solving skill
• Has a deep understanding of Indosat product knowledge
• Medium expertise in using Indosat’s internal application
• Helpdesk/Contact center certified much preferred
• Professional level will be an advantage

Experience:

• Supervision level (minimum of 2 years)
• Intermediate understanding of problem Handling Management system, particularly in Fixed Phone
• Advance knowledge in MIDI product and fixed-line telephony product
• Good understanding of Mobile services, MIDI services, Fixed Phone Services and M2M services
• Familiar with CRM system

Skills

• Good Attitude for Teamwork target
• Highly committed to quality and timely result of the work
• Enjoying working in a fast-changing, having natural curiosity and enjoying solving complex problems.
• Know conceptual, analytical, communication, skill, supervisory and target orientedGood written and oral communication skills
• Public speaking/presentation capability 
• Good negotiation skills
• Ability to work under pressure
• Proficiency in Microsoft Office application
• Proficient in Englishh