Complaint Handling Senior Analyst

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

Job summary

Cermati Fintech Group is seeking an experienced Customer Service professional to manage complaint handling and ensure timely, documented, and SLA-compliant resolutions.

You will coordinate with Desk and Field Collection, prepare weekly performance reports, and help develop SOPs to standardize complaint processes across the organization while maintaining strong customer experience.

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; strong knowledge of Google Workspace and Microsoft Office.
• Strong communication and coordination skills; ability to elevate issues clearly and promptly.
• Able to work within established Service Level Agreements (SLAs).
• Good understanding of Collection business processes and applicable regulations governing collection activities.

Responsibilities

• 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.

Skills

Communication

Coordination

Reporting

Problem solving

Education

Bachelor's 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.

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 regulator 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 elevate 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.