Complaint Handling Senior Analyst

SmartRecruiters, Inc.; Jakarta Pusat; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

SmartRecruiters, Inc. is seeking a skilled Complaint Handling Manager to oversee customer complaints, ensuring timely follow-ups and quality service within SLA. The role involves coordinating complex cases with Desk and Field collections teams, and producing weekly performance insights for management.

The candidate will develop, review, and implement SOPs for complaint handling to ensure consistency with company standards. A Bachelor’s degree and 3+ years in related fields are required.

Qualifications

• Bachelor degree required from a reputable university.
• Minimum 3 years in Customer Service, Complaint Handling, or Collection.
• Experience coordinating with regulators is a plus.
• Proficient in data processing and reporting with Google Workspace and Microsoft Office.

Responsibilities

• Manage and coordinate complaint handling activities, ensuring follow-up, documentation, and resolution within SLA.
• Coordinate resolution of complex and escalated customer cases with Desk and Field Collection teams.
• Prepare weekly reports on Customer Service team performance and provide insights for collection improvements.
• Develop, review, and implement Complaint Handling SOPs to ensure consistency with company standards.

Skills

Communication skills

Coordination skills

Education

Bachelor Degree (S1) from Reputable University

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 escape 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.