Service Development Analyst

HiLoker; Jakarta Pusat; On-site; IDR 200,880,000 - 334,800,000; Full time

Benefits offered by this job

Retirement

Dukungan untuk wanita

Asuransi Medis

Bonus kinerja

Asuransi Jiwa

Transportasi

Cuti melahirkan

Job summary

Asuransi Astra mencari Service Development Analyst untuk mengevaluasi proses yang ada, mengembangkan, dan mengimplementasikan proses, pengetahuan, keterampilan, dan sikap frontliners. Kandidat akan menganalisis Insight Pelanggan untuk merancang program budaya layanan yang sejalan dengan budaya dan nilai perusahaan.

Posisi ini melibatkan pengembangan standar layanan, pemantauan kualitas, dan inisiatif perbaikan untuk meningkatkan pengalaman pelanggan dengan koordinasi pembinaan guna memastikan

Qualifications

• Minimal 2 tahun pengalaman mengelola program pelatihan.
• Kemampuan analisis & penilaian yang baik.
• Keterampilan interpersonal & komunikasi yang kuat.
• Keterampilan kerja tim dan layanan pelanggan.

Responsibilities

• Mengembangkan dan memperbarui standar layanan (SOP & pedoman).
• Memantau dan mengevaluasi kinerja kualitas layanan.
• Memprakarsai program perbaikan untuk meningkatkan pengalaman pelanggan.
• Koordinasi dan memberikan pembinaan untuk memastikan implementasi standar layanan.

Skills

Analisis & penilaian

Interpersonal & komunikasi

Kerjasama tim

Layanan pelanggan

Education

Sarjana (S1)

Magister diutamakan

Job description

DESKRIPSI PEKERJAAN

Service Development Analyst will be responsible to evaluate (existing processes), develop, and implement processes, knowlege, skills, abilities, and attitudes of frontliners in Asuransi Astra. They also will analyze (to get Customer Insight), then propose, conceptualize, & create programs for customer/services culture activities (such as service standards/standar layanan and service behaviour) based on Customer Insight that in line with Asuransi Astra Culture & Value.

• Develop and update service standards (SOPs & guidelines).
• Monitor and evaluate service quality performance.
• Initiate improvement programs to enhance customer experience.
• Coordinate and provide coaching to ensure service standards implementation.

KUALIFIKASI MINIMUM

• Min. Bachelor's Degree (S1) Any Major
• Master Degree are very welcome
• Min. 2 years of experiences in handling training program
• Excellence skills in: (a) Analysis & judgement; (b) Interpersonal & communication; (c) teamwork; (d) Customer services.
• Placement: Head Office - TB Simatupang, Jakarta Selatan

RINGKASAN PERKERJAAN

• *SPESIALISASI**: General Services
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: On-site
• *TIPE PEKERJAAN**: Full time
• *LOKASI**: South Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: Insurance
• *SITUS PERUSAHAAN**: https://www.asuransiastra.com/en/

FASILITAS & BENEFIT

Fasilitas: retirement, special_for_women, med_ins, perf_bonus, life_ins, trans, mat_pat_leave, med_plans

TENTANG PERUSAHAAN

Asuransi Astra has been serving customers for more than half a century, precisely since September 12, 1956. The company, known for its Garda Oto motor vehicle insurance products, serves customers through a network of services spread across 28 branch offices, as well as service units and Garda Centers that continue developing. In addition to motor vehicle insurance, other products from Asuransi Astra are Garda Medika health insurance, mining industry insurance, agribusiness industry insurance, shop insurance, gas station insurance, sharia insurance, and others.

Since 2015, Asuransi Astra has developed its products and services digitally and introduced Garda Mobile as a collection of mobile applications intended for retail, commercial and general customers. The four Garda Mobile applications namely Otocare, Medcare, HR-access, and CR-access are consistently updated through various innovations aimed at customer convenience and comfort. The latest innovation developed in the Garda Mobile Otocare with the presence of GarXia, the first insurance purchase chatbot in Indonesia that can also help customers in reporting claims and the Garda Mall feature that allows users to shop for a variety of automotive needs, Astra Financial financial products, also to buying and selling cars. Asuransi Astra also has four digital products namely Garda Me, Garda Edu, Garda Home, and Garda Trip which can be purchased easily and quickly through the gardaoto.com site.

Asuransi Astra performance has also been recognized with various awards that have been received, including: Platinum Indonesia Best Brand Award (2002-2019), Top Brand Award (2007-2019), Service Quality Award (2007-2018), Corporate Image Award ( 2007-2019), Indonesian Customer Satisfaction Award (2001-2017), Indonesia Original Brand Award (2017-2019), General Insurance with very good financial performance in the Infobank Insurance Award (2008-2016, 2019), Excellent Service Experience Award (2013 -2020), Contact Center Service Excellence Award (2013-2020), Social Media Award (2012, 2016), Indonesia Sharia Finance Award (2017), Insurance Award (2017-2018), Insurance Consumer Choice Award (2017-2018), Asian Brands (2018), Marketing Award (2018), Indonesia Digital Innovation Award (2018), Markeeter of the Year (2018-2019), Infobrand Mobile Application Choice (2018), Marketeers Editor Choice Award (2018-2019), Indonesia Insurance Innovation Award (2019), Indonesia Digital Popular Brand Award (20 19), and others.

With the support of branches and workshops that are spread all over Indonesia, along with the best services and a series of achievements, certainly not stopping the steps of Asuransi Astra innovation through products that are built from the new spirit of Asuransi Astra to always provide comfort and peace for every customer. Therefore, Asuransi Astra will invest time and effort so that you always smile. "Peace of Mind to Millions" is the result that Asuransi Astra will provide to each customer.