National Contact Centre Representative

Coca-Cola Amatil Indonesia

Deskripsi Pekerjaan/ Job Description


As one of biggest player in Fast Moving Consumer Goods industry with an enormous size of organization, Coca-Cola Amatil Indonesia (CCAI) is inviting young and energetic professional to join and develop together with our team in Marketing area as :
 
National Contact Centre Representative
 
In this function, you will be responsible to provide first point of contact to meet the customer/consumer needs through clear communication, consultation, support and decision making to ensure the achievement of the specified standards of service to external and internal customers/consumers with consistency of the Service Level Agreement. Calls will be managed by working within established guidelines, using defined processes and policies.
 
Apart from the above duties, the incumbent will also be responsible to:
 
  • Inbound customer care call customer, consumer and public’s request, inquiry or complaint through phone.  The categories are: Service, Distribution, Product & Packaging Quality, CDE Service Call, CDE Placement, Promotion, Sponsorship, Job Vacancy, Plant Visit, etc.  All contacts will be logged in BASIS Equipment Control or NCC db and automatically escalated to respective PIC in each Operation
  • NOD verification conduct outbound call to new customer to verify their master data (Outlet Name, Outlet Number, PIC, Address and Telephone Number.  For invalid data, NCC will send to Master Data Management (under IT Department) to be followed-up to respective Operation for further updating or deletion
  • Customer survey conduct outbound call to customer who ever been called  to National Contact Centre to get their awareness about Layanan Pelanggan/NCC and to get the customer satisfaction index and Net Promoter Score (NPS)
  • Open contact , as a 2nd level group to follow-up all open contacts received by Inbound Customer Service, directly to PIC escalated to get the progress result and confirmed back to customer.  The result should be updated and solved in NCC db
  • Sales partner , NCC calling to respective Sales Partner outlets to reconfirm bonus product to be entry to BASIS & monitoring for delivery
  • Wholesaler, NCC calling to respective wholesaler outlets to reconfirm rebate product to be entry to BASIS & monitoring for delivery
  • External Communication handle customer, consumer and public’s request, inquiry or complaint through SMS. All contacts will be logged in BASIS Equipment Control or NCC db and automatically escalated to respective PIC in each Operation
  • External Communication, handle customer, consumer and public’s request, inquiry or complaint through e-mail & website. All contacts will be logged in BASIS Equipment Control or NCC db and automatically escalated to respective PIC in each Operation
  • Identify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity.
  • Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedures, induction, training and work instructions are followed. Ensure that hazard management including identification, assessment and control are undertaken.
 
Ideally, the successful candidates should have to following requirements:
 
  • Minimum Diploma Degree (D3) from well-known university preferably or have an exposure in large operational environment / company
  • Minimum 3 years experience preferably from FMCG industry, out of which 1 year exposed to call handling activities, Cold Drink Equipment Services and Order Management
  • Technical Competencies: Customer Center Service, Contact Center working Process, CCAI Business Acumen, Computer literate, MS Office and particularly experience NCC Technology ( CISCO, BASIS ( EC, OE, ECR 602), Lotus Notes ( NCC db, IDN NCC, CDE Req db, NCC SMS Inbound, NOD db )