Customer Experience Operation Manager

Indodana; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading financial technology firm is seeking a Customer Support Manager to lead and improve their customer service operations. This role requires a Bachelor's degree and a minimum of 15 years in customer service, with at least 5 years in management. Responsibilities include team leadership, process improvement, and KPI monitoring in Jakarta, Indonesia. The ideal candidate will excel in communication and analytical skills.

Qualifications

• Minimum 15 years of experience in customer service, with at least 5 years in a managerial role.
• Ability to work under pressure and manage high-volume service operations.

Responsibilities

• Supervise, mentor, and motivate customer support staff to achieve SLAs and performance targets.
• Design, implement, and refine customer support workflows.
• Manage escalated customer cases for timely resolution.
• Organize onboarding and training for support team.
• Monitor KPIs like response time and customer satisfaction.

Skills

Leadership skills

Conflict resolution

Communication skills

Analytical mindset

Proficiency in customer service software

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Helpdesk systems

Telephony systems

Ticketing systems

Whatsapp

Job description

Overview

Indodana is a financial technology brand operated by PT Indodana Multi Finance, providing consumer financing solutions. Our vision is to improve the quality of life for Indonesians by providing easy and secure access to financing by leveraging technology to expand financial inclusion, particularly for underserved segments that lack access to traditional banking services. Our products include Indodana PayLater – A Buy Now, Pay Later service that allows users to shop at various partner merchants and pay in installments of up to 12 months without a credit card. The company is fully licensed and supervised by the Otoritas Jasa Keuangan (OJK).

Key Responsibilities

• Team Leadership: Supervise, mentor, and motivate customer support staff to achieve service level agreements (SLAs) and performance targets.
• Process Improvement: Design, implement, and refine customer support workflows, policies, and tools to enhance efficiency and customer experience.
• Customer Interaction Oversight: Manage escalated customer cases, ensuring timely and satisfactory resolution.
• Training & Development: Organize onboarding and ongoing training to improve product knowledge, soft skills, and problem-solving abilities of the support team.
• Performance Management: Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS); prepare regular performance reports.
• Cross-Functional Collaboration: Work closely with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.
• Tools: Helpdesk, Telephony, Whatsapp and ticketing systems; ensure optimal use for tracking and resolving customer issues.
• Customer Insights: Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.
• Compliance: Analyze and resolve customer complaint sent to regulator.

Kualifikasi

• Bachelor’s degree in Business, Communications, or a related field
• Minimum 15 years of experience in customer service, with at least 5 years in a managerial role.
• Strong leadership, interpersonal, and conflict resolution skills.
• Proficiency in customer service software.
• Excellent communication skills in written and spoken form.
• Analytical mindset with the ability to interpret service data and generate actionable insights.
• Ability to work under pressure and manage high-volume service operations.

Informasi Tambahan

• KPIs / Success Metrics
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Average Response Time & Resolution Time
• First Contact Resolution Rate
• Employee Engagement & Retention Rate in Support Team