AVP, Customer Complaints & Back-Office Excellence

Indosat; Indonesia; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

Indosat is seeking an AVP-Back Office and Complaints Resolutions to lead enterprise complaint resolution strategy across customer channels, ensuring excellence in handling, recovery, and advocacy. The role drives governance, predictive analytics and process improvements to minimize customer pain points.

The role serves as VoC champion, translating data into strategic insights, enabling proactive decisions, regulatory compliance, and customer retention through digital automation and continuous

Qualifications

• Bachelor degree in any major.
• 2+ years in customer service/sales/quality assurance/complaint management, preferably in telecom/banking/insurance.
• Experience in leadership and cross-functional projects with tight deadlines.

Responsibilities

• Develop operation strategy for complaint resolution to achieve KPI and customer demand.
• Oversee complaint handling, service recovery, and customer advocacy to improve experience.
• Monitor performance, analyze data, and implement improvements across channels.
• Coordinate with internal/external units to ensure timely follow-up and SLA compliance.
• Provide feedback and dashboards to voice of customer and related units.

Skills

Leadership

Complaint management

Data analytics

Quality assurance

Communication

Project management

English proficiency

Computer literacy

Education

Bachelor (S1) Degree any major

Job description

Indosat is seeking an AVP-Back Office and Complaints Resolutions to lead enterprise complaint resolution strategy across customer channels, ensuring excellence in handling, recovery, and advocacy. The role drives governance, predictive analytics and process improvements to minimize customer pain points.

The role serves as VoC champion, translating data into strategic insights, enabling proactive decisions, regulatory compliance, and customer retention through digital automation and continuous