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Customer Engagement Lead (Telesales) - Consumer Lending - #10073

GoToGroup · 13 days ago
Negotiable
Full-time
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About The Role

In the role of Customer Engagement Lead within MAB entity, you will serve as a crucial driver of customer satisfaction and loyalty by taking part in developing and executing engagement strategies. Your duties will entail collaborating with cross-functional teams to analyze customer feedback, pinpoint areas for enhancement, and execute initiatives aimed at elevating the overall customer experience. Challenges may arise from navigating diverse customer needs while aligning with business objectives. During the initial six months, their pivotal contribution will involve supporting the Customer Engagement Manager, aiding in strategy implementation, and effecting tangible improvements in customer satisfaction metrics via targeted initiatives. 

What You Will Do

  • Assist the Customer Engagement Manager in developing and executing customer engagement strategies to meet targets and objectives
  • Help monitor key performance indicators (KPIs) related to customer engagement and satisfaction
  • Collaborate with other departments to address customer inquiries, concerns, and escalations in a timely manner
  • Serve as a liaison between Consumer Lending and Service Excellence unit  to ensure the seamless delivery of high-quality service to customers

What You Will Need

  • Previous experience in telesales and customer service/customer experience management
  • Strong communication and interpersonal skills, with the ability to build relationships and collaborate effectively with internal teams
  • Organizational skills with the ability to manage multiple projects and priorities simultaneously
  • Customer-centric mindset with a passion for delivering exceptional customer experiences
  • Adaptability and flexibility to thrive in a fast-paced, dynamic environment
About the Team

GoTo Financial Services Platform is committed to delivering top-notch financial services products to our users. We operate in a fast-paced, open, and inclusive environment where your contributions will be significant and valued. Join us to enhance your skills and knowledge alongside many experts from various teams. As the Customer Engagement Lead, you will support the Customer Engagement Manager in the operationalization of both inbound and outbound customer engagement activities. This role balances service and sales functions, ensuring our customers receive exceptional experiences with our financial services products. Your role is pivotal in fostering customer satisfaction and loyalty, making you an essential part of our dynamic team.

About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek 
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

Last updated on May 30, 2024

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