Sigit Junaedi

Experience

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  FISIP UI Training Center

  Jan 2011 - Dec 2011

  Training Staff

  Handle RFP and CFP degree training for insurance agents (Prudential Life Insurance)➢ Handled the training from A to Z➢ Make sure the training process going well➢ Evaluated the training program

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  Hotel Salak The Heritage

  Dec 2011 - Feb 2014

  Sales and Marketing Executive

  www.hotelsalak.co.id➢ Sell full-board meeting packages to the customers: government institutions and privatecompanies➢ Maintain the existing customers via phone, email, or other media➢ Seek the new customers by doing sales call or canvassing at least 2 days in a week➢ Achieve the sales team target by coordinating with other sales and the manager➢ Collect data about competitor new prices and customers new budget plan to determine thenew prices of the packages➢ Seek new market and do market research with the sales and marketing team➢ Promote product via website, social medias, brochures, radio station, email blaster, andphone➢ Monitor social media activities from Hotel Salak Official pages: Facebook and Twitter➢ Create content for daily posting (at least 3 times in a day) related to Bogor city, tourismdestinations and culinary spots near the hotel, hotel facilities (rooms, resto, gym and otherfacilities), new products (foods and beverages), and weekend promo packages➢ Create content for special event posting such as EURO 2012, Champions League final match,and photo contest to celebrate Bogor City anniversary➢ Engage all inquiries on the social media pages➢ Help customers who have issue such as related to the meeting activities, room facilities, etc.by coordinating with operational department or hotel duty manager to solve the issue➢ Make sure the Show less

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  PT. Fresh On Time Seafood

  May 2014 - Oct 2014

  International Sales Marketing

  www.freshontime.com• Export➢ Sell products: frozen tuna, shrimp, octopus, and pasteurized crabmeat➢ Develop business by seeking new accounts➢ Maintain existing accountsFormal Education➢ Monitor world product newest pricing➢ Promote product via email, website, and phone➢ Seek alternative market (non-US market): Europe, Latin America, Middle East, and East Asia➢ Make sure the export documents well prepared by coordinating with ex-imp division➢ Make sure quality, quantity, and delivery of container by coordinating with QC, production line,and transportation division➢ Make sure the payment receipt by coordinating with finance division• Import➢ Purchase production line supporting stuff such as machines, electronic tools, plastics, cans,and plastic cups from other countries (USA, Germany, Thailand, China, Taiwan, Singapore➢ Make sure the import documents well prepared by coordinating with ex-imp division➢ Make sure the payment well transferred by coordinating with finance division Show less

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  PT Tempo Inti Media Tbk

  Jan 2015 - May 2015

  Account Executive

  https://majalah.tempo.co/➢ Maintain existing accounts (clients)➢ Develop business by seeking new accounts. I was responsible to sell the advertisement spaceon Tempo Magazine & Newspaper to companies, especially to education and electronicindustry. Selling process can be trough advertising agency or directly➢ Interview the client with the journalist and photographer➢ Handled technical matters of advertisement materials by coordinating with advertisementproduction division➢ Attend press conference in a product launching, talk show, and seminar Show less

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  Scicom (MSC) Bhd Malaysia

  Oct 2015 - Dec 2019

  Responded to customer inquiries via live chat, email, and the client’s official Facebook and Instagram, while also handling customer complaints. Categorized, labeled, and tagged comments based on specific categories for efficient follow-up and analysis. Answered inbound calls in Bahasa Indonesia and English while handling customer complaints. Conducted outbound call surveys to assess service center performance

  • Social Media Support

    Nov 2017 - Dec 2019

  • Customer Service Representative

    Oct 2015 - Nov 2017
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  Scicom MSC Berhad

  Oct 2015 - May 2022

  •Non-voice (email & live chat)➢Received and replied to Live Chat and email (Zendesk) from the customer➢Helped customers by giving troubleshooting and information needed➢For any escalation needed, the agent must escalate the case to a highermanagement•Social Media➢ Monitor all comments, questions, and discussions on Facebook and Instagram using Sysomos platform (former platform was Social Studio by Salesforce)➢ Engage customer by replying their questions and like their positive comments➢ Maintain the 1-hour service level. It means all engagement must be done under onehour➢ Tag all engaged comments based on specific category, such as product parameters,promotion, camera settings, connectivity issue, etc.➢ When using Social Studio platform, we have to tag the sentiment of all comments, eithernegative sentiment, neutral, or positive➢ Help customers who have issue with their devices by providing troubleshoots and solvethe issue➢ Help customers who need detail information related to sales and promotion activities,product knowledge (smartphone, tablet, smart watch, etc.), service center, andpurchase channel (online / offline)➢ Escalate some complaint cases related to service center, for example long TAT repair,etc.➢ Escalate some inquiries related to sales, for example a customer who wants to do a bulky purchase, etc.➢ Escalate if there is any crisis case, such as the device exploded or burned during use or charging. In this situation, agent must keep coordinating and monitoring withPIC and team in Indonesia to make sure that the customer is in a good condition➢ Before escalating case, we need to collect all information needed from the customer,such as name, phone number, address, etc.➢ Extract weekly data of social media activity from Sysomos platform and report the rawexcel data to PIC Show less Inbound-call Receive call from the customer Help customer by giving troubleshoot and information needed via phone Any escalation needed; agent must escalate the case to higher managementOutbound-call Performed a customer satisfaction survey to monitor Authorized Service Centers (ASC) performance Call ASC to get information, such as customer’s device repair status etc. Call back customer and give information after following up the issue to the service center Validate survey data results from all country desks outbound agents Show less

  • Customer Service: E-Commerce Support

    Jan 2020 - May 2022

  • Customer Service: Non-Voice & Social Media Support

    Nov 2017 - Dec 2019

  • Customer Service: Voice Support

    Oct 2015 - Nov 2017
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  Sciom (MSC) Bhd Malaysia

  Jan 2020 - May 2022

  Ecommerce Specialist

  Provided timely responses to customer inquiries about the client’s products. Actively worked towards meeting sales targets on major e-commerce platforms. Handled any customer complaints and reported to the respective team

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  Transcosmos Indonesia (Official)

  Jul 2023 - May 2025

  Quality Analyst

  QA Job Description:➢ Being an SME (Subject Matter Expert) in the QA team➢ Conduct coaching sessions using the GROW method for agent with findings.➢ Determine root cause analysis post-GROW coaching.➢ Guide agent in creating SMART (specific, measurable, achievable, relevant, and time-bound) action plans.➢ Conduct post-coaching monitoring for agent for 7 days after coaching.➢ Collaborate with team leaders for additional coaching sessions if needed.➢ Process data from client’s weekly sampling for the operational database.➢ Coordinate with Real-Time Floor Managers to schedule coaching for agents.➢ Create Weekly Business Reports (WBR) based on client data.➢ Generate Bi-Weekly performance reports for agents.➢ Develop Quality Management System (QMS) reports to monitor performance.➢ Produce Performance Allowance (PA) reports based on QMS and weekly quizzes.➢ Arrange quartile management reports monthly.➢ Conduct internal calibrations for agents in Quartile 2 and positive coaching for agents in Quartile 1.➢ Facilitate quiz coaching for agents failing weekly quizzes.➢ Validate the agent’s appealed cases whether reject the appeal or transfer it to the client QA➢ Assist agents in their work as needed. Show less

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  PT Transcosmos Indonesia (DDMS)

  May 2025 - now

  Team Lead

  Lead a team of content moderators to ensure compliance with platform guidelines and community standards. Monitor team performance, provide regular coaching, and implement improvement plans to meet quality and productivity targets.