Daniel Maulana Fuady

• Ensure that all operational activities in the branch are in accordance with Standard Operating
• Company procedures (SOP).
• Ensure that every newly issued company regulation and policy is socialized to all business units
• Conduct compliance and on the spot audits
• Verify documents, create reports and create working instruction (workflows) for business process

• Receive complaints from inbound calls and other channels to be escalated to the relevant team
• Looking for solutions to customer problems and follow up cases that have been escalated to the relevant
• Inform customers of problems when they have been resolved from the relevant team
• Using mailchimp, Postman, kata.ai to inform affected customers about massive internet connection problems
• Manage customer problem data for both internal and external
• Monitoring internet network and VIP customer billing
• Using catalyst database to change the customer data

• Provide reports related to a quality score of all agents on an ongoing basis (daily, weekly, monthly)

• Establish/review Standard of Operation Procedures regularly based on user's feedback or a new feature is introduced • Conduct types of quality assurance methods on capturing operation performance with an output of improvement suggestions

• Provide monitoring, refreshment, training and development for return/refund's Agent

• Live monitor and analyse overall incoming hard complaints and agent's performance on complaint-handling about Return Refund Proceses

• Handling Shopee's priority users
• Handle customer inquiries from sellers and buyers through LiveChat priority or Email
• Manage and resolve customer related issues and escalations
• Be the voice of customers to provide feedback to the company
• Analyze customer experience reports and insights and come up with improvement suggestions and initiatives

• Act as interface between Buyer and Seller
• Setting realistic expectations, resolving fulfillment related problems and providing support to customer ensuring a high level of satisfaction, PT

• Provide customer service via CRM, Email & telephone and notify the latest features of the Shopee application

• Provide information and solutions according to SOP to customers

• Provide education to customers regarding the problems experienced