Customer Experience Operation Manager

Cermati.com; Jakarta Pusat; On-site; IDR 15.000.000 - 20.000.000; Full time

Job summary

Sebuah perusahaan teknologi finansial di Jakarta Pusat mencari seorang Manajer Layanan Pelanggan untuk memimpin tim dan meningkatkan pengalaman pelanggan. Kandidat ideal memiliki pengalaman lebih dari 15 tahun di layanan pelanggan dan setidaknya 5 tahun di posisi manajerial. Posisi ini memiliki tanggung jawab dalam memimpin tim, merancang alur kerja, dan analisis data dukungan untuk perbaikan layanan.

Qualifications

• Pengalaman minimal 15 tahun di layanan pelanggan, dengan setidaknya 5 tahun di posisi manajerial.
• Kemampuan dalam memimpin tim dan memecahkan konflik.

Responsibilities

• Supervisor dan memotivasi staf dukungan pelanggan untuk mencapai SLA dan target kinerja.
• Merancang dan menerapkan alur kerja dukungan pelanggan yang lebih baik.
• Mengelola kasus pelanggan yang meningkat dan memastikan resolusi yang memuaskan.

Skills

Kepemimpinan

Keterampilan komunikasi

Kemampuan analitis

Kemampuan menggunakan perangkat lunak layanan pelanggan

Education

Gelar Sarjana di Bisnis, Komunikasi, atau bidang terkait

Tools

Sistem bantuan, telepon, dan sistem tiket

Job description

Uraian Perusahaan

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).

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.

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 complaints sent to regulator

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