Customer Service & Complaint Management Supervisor

Amar Bank; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading financial institution is seeking a Customer Service Team Leader in Jakarta to oversee operations and ensure compliance within Customer Service & Complaint Management. The ideal candidate should have at least 3 years of experience in a supervisory role, excellent communication skills, and a background in banking is preferred. Proficiency in Microsoft Office and effective team management abilities are essential for success in this role.

Qualifications

• Minimum 3 years of experience as a Team Leader/Supervisor in Customer Service, Contact Center, or Complaint Management.
• Proven ability to manage and monitor team performance effectively.
• Background in banking or financial institutions is preferred.

Responsibilities

• Monitor Customer Service & Complaint Management activities for compliance.
• Coach and mentor Customer Service Representatives (CSRs).
• Develop and implement service and complaint management plans.

Skills

Excellent communication

Analytical skills

Problem-solving skills

Detail-oriented

Team performance management

Education

Bachelor's degree (S1) in any related field

Tools

Microsoft Office

Job description

Responsibilities

• Monitor and ensure all Customer Service & Complaint Management activities run efficiently and in compliance with SOPs.
• Deliver excellent service to customers and handle their requests effectively.

• Conduct regular sampling checks on the team’s completed tasks to ensure accuracy and quality.
• Manage and oversee day-to-day operations within the Customer Service & Complaint Management unit.
• Develop and implement service and complaint management plans.
• Follow up, monitor, and resolve customer complaints according to established SOPs.
• Provide product knowledge training to team members.
• Coach and mentor Customer Service Representatives (CSRs) to improve their performance.
• Supervise and evaluate the overall performance of the Customer Service & Complaint Management team.

Requirements

• Bachelor’s degree (S1) in any related field.
• Minimum 3 years of experience as a Team Leader/Supervisor in Customer Service, Contact Center, or Complaint Management.
• Proven ability to manage and monitor team performance effectively.
• Excellent communication, analytical, and problem-solving skills.
• Detail-oriented, target-driven, and able to work both independently and collaboratively.
• Background in banking or financial institutions is preferred.
• Proficient in Microsoft Office and English.