10 часов назад
Complaint Handling Senior Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Complaint Handling Senior Analyst (Customer Service/Collection): Managing and coordinating customer complaint handling in Jakarta with an accent on SLA compliance, escalated case resolution, and service quality. Focus on developing complaint-handling SOPs, preparing performance reports, and using customer interaction insights to improve collection initiatives.
Location: Jakarta, Indonesia
Company
is hiring for a customer complaint handling and collection operations role.
What you will do
- Manage and coordinate complaint handling activities from follow-up through documentation and resolution.
- Ensure complaints are resolved within established Service Level Agreements while maintaining customer experience and service quality.
- Coordinate complex and escalated cases with Desk Collection, Field Collection, and other relevant teams.
- Prepare weekly Customer Service performance reports for management.
- Provide insights from customer interactions to support collection improvement initiatives.
- Develop, review, and implement complaint handling SOPs in line with company standards.
Requirements
- Bachelor's degree (S1) from a reputable university.
- At least 3 years of experience in Customer Service, Complaint Handling, or Collection.
- Proficiency in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office.
- Strong communication and coordination skills, including the ability to escalate issues clearly and promptly.
- Ability to work effectively within established Service Level Agreements.
- Good understanding of collection business processes and applicable collection regulations.
Nice to have
- Experience coordinating with regulators.
Culture & Benefits
- Full-time employment.
- Work based in Jakarta, Indonesia.
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