Complaint Handling Senior Analyst

Cermati; Jakarta Pusat; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Cermati is seeking a dedicated professional to lead complaint handling and customer service operations in Jakarta. You will manage end-to-end complaint resolution, collaborate with Desk and Field Collection teams for escalated cases, and produce actionable weekly performance insights for leadership.

The role requires 3+ years in Customer Service or Collections, strong data/reporting skills, and a proven ability to operate within SLAs while ensuring regulatory compliance.

Qualifications

• Bachelor degree from a reputable university.
• Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection.
• Experience coordinating with regulators is a plus.
• Proficient in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office.
• Strong communication and coordination skills, with the ability to escalate issues clearly and promptly.
• Able to work effectively within established SLAs.
• Good understanding of Collection business processes and applicable regulations.

Responsibilities

• Manage and coordinate complaint handling activities, ensuring complaints are followed up, documented, and resolved within SLA while maintaining good customer experience and service quality.
• Coordinate resolution of complex and escalated customer cases with relevant teams to ensure appropriate handling and resolution.
• Prepare weekly reports on Customer Service team performance and provide insights to support collection improvement initiatives.
• Develop, review, and implement Complaint Handling SOPs to ensure consistent and effective handling according to company standards.

Skills

Communication

Coordination

Data processing

Google Workspace

Microsoft Office

Education

Bachelor Degree

Tools

Google Workspace

Microsoft Office

Job description

• Manage and coordinate complaint handling activities, ensuring customer complaints are properly followed up, documented, and resolved within the established Service Level Agreement (SLA), while maintaining good customer experience and service quality.
• Coordinate the resolution of complex and escalated customer cases with relevant teams, including Desk Collection and Field Collection, to ensure appropriate handling and resolution.
• Prepare weekly reports on Customer Service team performance for management, and provide insights from customer interactions to support collection improvement initiatives.
• Develop, review, and implement Complaint Handling SOPs to ensure consistent and effective complaint handling in line with company standards.

Qualifications

• Bachelor Degree (S1) from Reputable University.
• Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection. Experience in coordinating with regulatoris a plus.
• Proficient in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office.
• Strong communication and coordination skills, with the ability to escalation issues clearly and promptly.
• Able to work effectively within established Service Level Agreements (SLAs).
• Good understanding of Collection business processes and applicable regulations governing collection activities.