Fiber Base Management - Sumatra Officer
Indosat Ooredoo Hutchison · Indonesia
Sekilas tentang pekerjaan ini
Indosat Ooredoo Hutchison mencari Fiber Base Management - Sumatra Officer untuk mendukung retensi pelanggan FTTH melalui pemantauan kesehatan akun dan koordinasi program retensi. Posisi ini berada di Indonesia dan ditujukan bagi kandidat dengan pengalaman dalam siklus pelanggan fixed broadband, dukungan layanan, atau operasi retensi.
Tugas utama
- Memantau aktivitas pembayaran, masa berlangganan, dan risiko churn akun Fiber
- Mengidentifikasi masalah onboarding dan instalasi yang memengaruhi kelanjutan langganan
- Mengkoordinasikan program win-back dan penyelamatan pelanggan yang disetujui
- Mendukung kampanye pembaruan, pengingat pembayaran, dan keterlibatan pelanggan
- Merangkum tren churn dan pemulihan serta merekomendasikan tindakan lokal
Kualifikasi utama
- Gelar sarjana di bidang terkait atau pengalaman profesional relevan yang setara
- Pengalaman dalam siklus pelanggan fixed broadband, dukungan layanan, atau operasi retensi
- Kemampuan analisis cohort pelanggan dan pelaksanaan retensi
- Kemampuan menggunakan spreadsheet, presentasi, dan pelaporan
- Komunikasi jelas, kolaborasi lintas fungsi, dan pemecahan masalah analitis
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Indosat Ooredoo Hutchison.
Deskripsi pekerjaan
Role Purpose
Support sustainable FTTH subscriber retention by monitoring account health, payment and usage signals, and coordinating approved rebuy and win-back activity.
Scope of Work
- FTTH Base Health — Review payment activity, tenure cohorts and churn risks across serviceable Fiber accounts.
- Early-Life Monitoring — Flag onboarding and installation-related problems affecting continued subscription.
- Proactive Retention — Coordinate approved win-back and customer save programs with national functions.
- Customer Outreach — Support appropriate renewal, payment reminder and engagement campaigns.
- Issue Routing — Refer technical service problems to Home CX and Fiber delivery owners.
- Reporting — Summarize survival, churn and recovery trends and recommend local actions.
Requirements
Education and experience
Bachelor’s degree in Business, Marketing, Engineering, Operations or a related discipline, or equivalent relevant professional experience. Experience in fixed broadband customer lifecycle, service support or retention operations.
Functional competencies
Customer cohort analysis; retention execution; issue coordination; customer contact. Strong spreadsheet, presentation and reporting literacy appropriate to the role.
Behavioral competencies
Ownership and follow-through; clear communication; collaboration across functions; analytical problem-solving; customer and commercial orientation. Leadership and decision complexity should be assessed in proportion to actual role scope.