Complaint Handling Senior Analyst

PT Dwi Cermat Indonesia; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT Dwi Cermat Indonesia is seeking a Customer Service & Complaint Handling Lead to manage and coordinate complaint activities, ensuring follow-up, documentation, and resolution within SLA while preserving customer experience. The role interfaces with Desk and Field Collection to escalate and resolve complex cases, and requires preparing weekly performance reports for management.

SOPs for complaint handling will be developed and refined to align with company standards.

Qualifications

• Bachelor degree required.
• 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.

Responsibilities

• Manage and coordinate complaint handling activities to ensure SLA compliance and good customer experience.
• Coordinate resolution of complex/escalated customer cases with Desk Collection and Field Collection.
• Prepare weekly reports on Customer Service team performance and provide insights for collection improvement initiatives.
• Develop, review, and implement Complaint Handling SOPs.

Skills

Communication skills

Coordination skills

Data processing

Reporting

Education

Bachelor’s 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
• Able to work effectively within established Service Level Agreements (SLAs).
• Good understanding of Collection business processes and applicable regulations governing collection activities.