Head of Area Communication (Property Customer Relation)
SMN Group · Menara BCA 55, Jakarta Pusat, DKI Jakarta, Indonesia
Sekilas tentang pekerjaan ini
SMN Group mencari Head of Area Communication (Property Customer Relation) untuk mengelola hubungan pelanggan, eskalasi layanan, kinerja operasional, dan pelaporan. Posisi ini ditujukan bagi kandidat dengan pengalaman 10–13 tahun, termasuk minimal 5 tahun di posisi kepemimpinan, dan berlokasi di Menara BCA 55, Jakarta Pusat.
Tugas utama
- Menyelaraskan tujuan bisnis perusahaan dengan target dan ekspektasi pelanggan.
- Membangun hubungan pelanggan dan mendorong keterlibatan di wilayah yang ditangani.
- Menangani eskalasi masalah pelanggan terkait pengelolaan properti hingga terselesaikan.
- Menganalisis kendala pelanggan, KPI, dan kinerja Property Management serta O&M.
- Mengawasi pelaporan pelanggan dan manajemen, perbaikan proses, serta efisiensi biaya.
Kualifikasi utama
- Pengalaman 10–13 tahun di customer relation, operasi telekomunikasi, atau manajemen properti.
- Pengalaman minimal 5 tahun dalam peran kepemimpinan.
- Gelar sarjana di bidang Bisnis, Teknik, atau bidang terkait.
- Mahir berbahasa Inggris lisan dan tulisan; memiliki kemampuan komunikasi dan presentasi.
- Kemampuan analitis, pemecahan masalah, kepemimpinan, dan manajemen tim; sertifikasi PMP menjadi nilai tambah.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs SMN Group.
Deskripsi pekerjaan
About SMN Group At SMN Group, we offer a highly inclusive, collaborative, and supportive workplace to realize your full potential. We empower our team to contribute by providing a brighter future and making an impactful transformation for our clients, people, and society. We are always looking for people with relentless energy to push themselves further and find new avenues and unique ways to reach our shared goals.
Find out more about what we do here: What Will You Do: Understand and align company business objectives with customer targets and expectations. Build, manage, and maintain strong relationships with customers/clients across assigned regions. Drive customer engagement initiatives to support business growth and performance. Act as second-level escalation point for customer issues related to property management.
Oversee issue handling, ensure proper escalation, and drive resolution through internal teams. Ensure critical issues are addressed within agreed timelines. Analyze customer pain points and evaluate performance across Property Management and O&M. Identify gaps and define improvement actions to enhance service delivery. Monitor achievement of customer-related KPIs and operational targets.
Oversee preparation, validation, and presentation of periodic reports for customers and management. Ensure quality control of reports and data accuracy. Develop and improve business processes to enhance internal collaboration and customer satisfaction. Monitor and control operational expenses, ensuring cost efficiency. Evaluate cost effectiveness and support budget alignment.
What Will You Need: 10-13 years in customer relation, telecom operations, or property management. Minimum 5 years in leadership role. Bachelor’s degree in Business, Engineering, or other related field. Have good communication, reporting, and presentation skill. Fluent in English, both written & verbal. Leadership and team management. Strong strategic thinking, analytical thinking & problem solving skills.
Time & task management & attention to detail. Have Project Management Professional (PMP) certification is advantagous What We Offer: You will be part of the largest independent owner and operator of towers for wireless communications companies in Indonesia. You will be part of a fast-growing team that continuously strives to deliver client satisfaction.
Competitive benefits and exceptional career experience. Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.