Complaint Handling Senior Analyst

Indodana; Jakarta Pusat; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Indodana is seeking a qualified professional to manage and coordinate complaint handling activities, ensuring follow-up, proper documentation, and timely resolution within SLA, while maintaining high customer experience and service quality.

The role involves coordinating complex/escalated cases with Desk and Field Collection teams, preparing weekly performance reports, and developing, reviewing, and implementing Complaint Handling SOPs to ensure consistency with company standards.

Qualifications

• Bachelor degree from a reputable university.
• Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection; regulator coordination 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 SLAs.
• Good understanding of Collection business processes and applicable regulations governing collection activities.

Responsibilities

• Manage and coordinate complaint handling activities, ensuring complaints are followed up, documented, and resolved within the SLA while maintaining good customer experience and service quality.
• Coordinate resolution of complex and escalated customer cases with relevant teams to ensure appropriate handling.
• Prepare weekly reports on Customer Service team performance for management and provide insights 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

Data processing

Reporting

Communication

Coordination

SLAs

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.

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.