Mega Rachmawati

• Act as the pivot role to bridge customer (both internal & external) and Ads Integrity team to handle their daily queries and questions.
• Collect customer voices, address their issues and concerns and support them to achieve business success via our platform.
• Execute both quantitative and qualitative analyses of data and trends to deliver insights on various of dimensions such as policy, system, process to drive for the optimization to continuously improve customer satisfaction.
• Work closely & hand in hand with other departments to respond immediately to relevant service related needs.

For Backup SME tasks :

• Act as the main point of contact for complex inquiries, providing in-depth knowledge and support to team members.
• Ensure alignment with policies and procedures by conducting thorough analysis and offering resolution strategies for escalated appeals.
• Facilitate knowledge sharing sessions and training to upskill the team and maintain consistency in decision-making.
• Collaborate with cross-functional teams to address operational challenges, identify process gaps, and suggest improvements.
• Stay updated on evolving policies, regulations, and industry standards to enhance decision-making and operational efficiency.

• Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
• Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
• Enhanced fraud detection by implementing advanced data analytics techniques and tools.

• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Provided personalized service, anticipating customer needs and offering tailored solutions.
• Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Required to support combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.

• Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet the contractual terms and conditions.
• Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
• Scheduling appointments with security escorts or third party service providers as required.
• Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory.

• Responsible for all customer queries, requests, orders, and complaints for Digi products and services for Digi customer.
• Understand, analyzed, and calculate bill statement in order to provide clear explanation to customer.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.

• Addressing and resolving billing-related complaints from Matrix customers.
• Reduced customer complaints by proactively addressing recurrent billing concerns and implementing corrective measures.
• Performed in-depth analysis and calculations of billing statements to provide clear resolutions and explanations for customer.
• Assisting Indosat's customers with outstanding service through phone and email interactions.

• Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
• Delivered personalized recommendations based on individual customer needs, driving sales growth.
• Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
• Enhanced customer experiences by providing timely and accurate information on products and services.