CSC Operations Executive

PT HM Sampoerna Tbk.; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

PT HM Sampoerna Tbk. in Jakarta is seeking a CSC Operations Executive to oversee end-to-end customer service and engagement across multiple categories.

You will coordinate pre-sale and post-sale activities, ensuring smooth interactions between customers and the organization. The role emphasizes developing contact center standards, achieving SLAs, driving omnichannel campaigns, and continuous improvement while maintaining compliance and data security.

Qualifications

• Bachelor’s degree in Business, Management, HR, Operations, or related field.
• Strong critical thinking and data-driven decision making.
• Ability to develop and execute a strategic vision aligned with organizational objectives.
• Excellent stakeholder engagement and cross-functional collaboration.
• Experience in workforce planning, forecasting, and resource optimization.
• Hands-on experience with contact center platforms and operations.
• Knowledge of omnichannel routing and customer contact management.
• Proficiency in customer insights and analytics.
• Proven track record of improving contact center performance and vendor management.

Responsibilities

• Develop and govern contact center standards, processes, and operational policies.
• Lead day-to-day contact center operations to achieve SLAs, KPIs, and customer experience targets.
• Execute customer engagement strategies, campaigns, and omnichannel initiatives.
• Drive performance optimization, continuous improvement, and service innovation.
• Ensure financial, operational, and regulatory compliance, including budget management and data security requirements.

Skills

Critical thinking

Data-driven decisions

Strategic vision

Stakeholder engagement

Workforce planning

Contact center platforms

Omnichannel routing

Customer insights & analytics

Vendor management

Education

Bachelor’s degree in Business, Management, HR, Operations or related field

Job description

Location

Jakarta, Indonesia

Working Pattern

On-site/WFO, 5 days per week

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—to deliver a smoke-free future.

With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

The CSC Operations Executive is responsible for the deployment of the pre-sale/post-sale customer service and engagement across multiple categories in the business by acting as a liaison between customers and the organization through the end-to-end sales or post-sales processes: before, during and after they buy a product.

What You'll Do

• Develop and govern contact center standards, processes, and operational policies.
• Lead day-to-day contact center operations to achieve SLAs, KPIs, and customer experience targets.
• Execute customer engagement strategies, campaigns, and omnichannel initiatives.
• Drive performance optimization, continuous improvement, and service innovation.
• Ensure financial, operational, and regulatory compliance, including budget management and data security requirements.

Skills & Capabilities

• Bachelor’s degree in Business, Management, Human Resources, Operations, or a related field.
• Demonstrated strong critical thinking and data-driven decision-making capabilities to solve complex business challenges.
• Proven ability to develop and execute a strategic vision aligned with organizational objectives.
• Strong stakeholder engagement and influencing skills, with the ability to collaborate effectively across functions and leadership levels.
• Experience in workforce planning, including forecasting, capacity planning, and resource optimization.Hands-on experience in contact center platform management and operational support.
• Knowledge of omnichannel routing strategies and customer contact management practices.
• Proficiency in customer insights and analytics, with the ability to translate data into actionable recommendations.
• Experience managing and improving contact center performance, including service levels, productivity, and quality metrics.
• Strong vendor management skills, including performance monitoring and relationship management.

Equal Opportunity Statement

We believe that diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to creating a workplace where every individual feels welcomed, respected, valued, and empowered to reach their full potential.

We encourage applications from people of all backgrounds and identities, and provide reasonable accommodations to ensure an accessible recruitment process. If you need support or adjustments during your application, let us know—we’re here to help you succeed.

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