ualifications:

• Minimum Bachelor’s degree (S1) in Communication, Public Relations, Marketing, or a related field

• At least 3 years of experience in telemarketing

• Strong understanding of customer experience, customer retention, and customer loyalty concepts

• Knowledge of Service Level Agreements (SLA) and customer service standards

• Excellent communication, problem-solving, and leadership skills

• Strong analytical skills with proficiency in Microsoft Excel

Job Description:

• Develop and implement communication strategies, engagement programs, and customer loyalty initiatives

• Handle escalated customer complaints that cannot be resolved by Customer Relation Officers (CRO)

• Analyze customer data and satisfaction survey results on a regular basis

• Prepare evaluation reports to support continuous service improvement

• Supervise and ensure all customer service administration is conducted in an orderly, accurate manner and in compliance with SOPs and Company Policies