Job Summary

Applications are invited from qualified persons for the above vacant position.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Roles & Responsibilities

Duty

CIC report     
Description
 - Weekly/ Daily CIC status report update.
Evaluation / KPI
Attitude & Response
Target
Task Type/ Reporting
Daily/Weekly

Duty
CIC report     
Description
 - Daily CIC board calls update
Evaluation / KPI
Target

Task Type/ Reporting
Daily

Duty
CIC report     
Description
 - Up- to date CIC white board call status update
Evaluation / KPI
Target

Task Type/ Reporting
Periodic/Monthly

Duty
CIC report     
Description
- Monthly report status sharing on need basis
Evaluation / KPI
Target

Task Type/ Reporting
Periodic

Duty
Digital Management
Description
- WhatsApp chat support & follow up
Evaluation / KPI
Target
Task Type/ Reporting

Periodic

Duty
Digital Management
Description
 - WhatsApp CSAT Survey score & resolution rate
Evaluation / KPI
Target
4.0, 80%
Task Type/ Reporting
Monthly

Duty
Digital Management
Description
 - Content Sharing on DB Portal
Evaluation / KPI
Target
Task Type/ Reporting

Daily

Duty
Digital Management
Description
- Digital Portion Quantity improvement PIC
Evaluation / KPI
Digital portion improvement
Target
> 50%
Task Type/ Reporting

Duty
Repair scheduling
Description
- Follow up with own IH schedule in the system
Evaluation / KPI
TER monitoring
Target
TER. <10%
Task Type/ Reporting
Daily  

Duty

Repair scheduling
Description
- Customer promise time management
Evaluation / KPI
 - Repair accept and visiting within 48Hrs
Target
< 2D
Task Type/ Reporting

Duty
LG.Com Management
Description
- lg.com e-mail response
Evaluation / KPI
 Attitude & Response
Target
Task Type/ Reporting

Periodic

Duty
LG.Com Management
Description
- VOC registration for lg.com customer feedback
Evaluation / KPI
Target
Daily
Task Type/ Reporting
Daily

Duty
VOC & Detractor Management
Description
- VOC PIC--> Confirmation, contact & responsible PIC.
Evaluation / KPI
Target
1 Day
Task Type/ Reporting
Daily

Duty
VOC & Detractor Management
Description
 - Follow up with all Disty PIC on monthly detractor status results
Evaluation / KPI
Target
Task Type/ Reporting
Weekly

Duty
VOC & Detractor Management
Description
  - VOC analysis and result sharing with Disty & LG for action plan implementation
Evaluation / KPI
Target
Monthly report status sharing
Task Type/ Reporting
Monthly

Duty
VOC & Detractor Management
Description
 - NPS analysis and result sharing with Disty & LG
 - Action plan implementation
Evaluation / KPI
Target
Task Type/ Reporting
Monthly

Duty
VOC & Detractor Management
Description
- Detractor system management: Customer follow up and system update. For all  Disty
Evaluation / KPI
- L/T < 2.0D
Target
2.0D (ME target)
Task Type/ Reporting
Monthly

Duty
GCSC Emails
Description
- Emails response PIC
Evaluation / KPI
Target
Task Type/ Reporting
Daily

Duty
GCSC Emails
Description
- Response L/T monitoring
Evaluation / KPI
Response L/T
Target
24 hrs response rate: > 90%
Task Type/ Reporting
Daily

Duty
GCSC Emails
Description
 - Monthly customers querry compilaton, follow up response.
Evaluation / KPI
Attitude
Target
Attitude
Task Type/ Reporting
Monthly

Duty
GCSC Emails
Description
- Call counsel registration for emails querry
Evaluation / KPI
Target
Task Type/ Reporting
Daily

Duty
thinQ App Support
Description
- Respond to thinQ queries and comments on GSFS
Evaluation / KPI
Target
Task Type/ Reporting
Daily

Duty
thinQ App Support
Description
 - Escalate App issues, customer suggestions to HQ developer
Evaluation / KPI
Target
Task Type/ Reporting


Collective
1.    Pending Management
2.    NPS Survey; Running the survey
3.    Tele Sales Improvement
4.    IH SVC Scheduling and follow up

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