Customer Service Quality Assurance Specialist

3 days ago

Pekanbaru, Riau, Indonesia PT. Teknologi Perdana Indonesia Full time

Maxim is one of the leading players in the fast-growing ride-hailing industry. Our mission is to provide our customers with convenient, reliable and safe transportation solutions. Through our innovative technology and commitment to excellence, we are changing the way people travel throughout Indonesia.

Requirements

  • A strong command of the English language.
  • A pro-active team player with highly developed communication and problem-solving skills.
  • A solid background in Customer Service Quality Assurance or Customer Satisfaction.
  • Tech-savvy (MS Office, Google Workspace).

Responsibilities

  • Evaluate the performance and quality of the customer service team to ensure compliance with company standards.
  • Monitor and manage incoming tasks, including the delegation of assignments to the appropriate personnel or departments.
  • Track both the quality and quantity of work done by frontline employees and customer support team.
  • Remotely train the customer service team on how to properly handle requests and test their knowledge to improve service quality.
  • Coordinate with cross-functional teams to identify process improvements and ensure adherence to internal guidelines and performance benchmarks.
  • Prepare regular reports on quality performance and provide feedback or recommendations for improvements when needed.
  • Monitor document flow and ensure correct document processing.
  • Ensure compliance with internal standards and external regulations.
  • Consult on various issues within the services.

Working conditions & benefits

  • Online training course for beginners.
  • Stable remuneration/month + BPJS & annual salary increase on a permanent basis, which depends on your personal performance.
  • On-site work from a well equipped office in Pekanbaru (Monday - Friday, 9am-6pm).
  • Easily accessible CRM and educational software, office telephony, high-end work messenger and informative in-company news blog.
  • Possible career advancement: based on the results of your work, the company will be happy to identify areas for your growth, expand your functionality or offer a new position in another region of Indonesia.

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