Customer Service Executive

Axinan Pte Ltd; Daerah Khusus Ibukota Jakarta; On-site; IDR 403.225.000 - 604.839.000; Full time

Job summary

A leading insurtech firm in Jakarta is looking for a Customer Service Executive to enhance operations and customer experience. The ideal candidate should have a Diploma or Bachelor's degree with 2-3 years of customer service experience. Responsibilities include managing inquiries, handling operations, and ensuring customer satisfaction scores above 90%. Strong communication skills and problem-solving abilities are essential for this role, which contributes to the firm's mission of making insurance accessible and affordable.

Qualifications

• 2-3 years of customer service experience, preferably with SOP and flow process creation.
• A self-starter with hands-on experience.
• Strong empathy and positive attitude.

Responsibilities

• Follow procedures related to all Igloo product(s) for B2B2C & B2C clients.
• Be the first contact for customer service operations inquiries.
• Handle day-to-day customer service operations.

Skills

Excellent communication skills

Customer service experience

Problem-solving abilities

Empathy

Education

Diploma or Bachelor's degree

Job description

About the job Customer Service Executive - Indonesia

About Igloo

Igloo (formerly Axinan) is the first full-stack insurtech firm to emerge from Singapore. With offices across Singapore, Indonesia, Thailand, the Philippines, Vietnam, Malaysia, China and India, Igloo is fueled by a mission of making insurance accessible and affordable for all. Igloo's innovation solutions empower companies to eliminate operational risk, drive new revenue streams and optimise and enhance their existing products and services. With a successful Pre-Series C fund round of US$36 million in Dec 2023, Igloo has now raised over US$100 million. The leading regional insurtech firm looks to expand regionally with strategic acquisitions and hiring great talent.

As a passionate team building meaningful solutions to make an impact, we are looking for like-minded individuals to join us at Igloo. At our core, we prioritise teamwork and foster a culture built on strong collaboration and we are looking for talented people like you.

About the role

We are seeking an experienced Customer Service Executive with a strong focus on operations and customer experience to join our dynamic team. As an CS Executive you will be working with the Operations team and play a crucial role to make Igloo the future of insurance.

Job Responsibilities

• Follow procedures and working instructions related to all Igloo product(s) for the line of business of B2B2C & B2C clients in Indonesia.
• Be the first contact of CS operations related inquiries to Igloo customers.
• Handle day to day customer service operations for Igloo product to support LoB B2B2C & B2C clients in Indonesia.
• Highly responsible for performing response time, resolution time, handling time, and customer satisfaction level based on the target performance needed to achieve.
• Perform administrative tasks related to CS operations by updating all necessary customer interactions relation on proper documentation on a daily basis.
• Able to use technology platform / omni channel operating system and office document system on daily CS operational activities.
• Problem solving & Excellence services oriented to handle any cases on operational activities.
• Highly responsible in achieving Customer Satisfaction rate score no less than 90%.
• Excellence communication skills among team members as well as across functions.
• Giving improvement ideas to CS Manager to ease the CS business process on a daily basis.

Job Requirements

• Diploma or Bachelor's degree or equivalent practical experience preferably from relevant fields
• 2-3 years of customer service experience, preferably with proven SOP and flow process creation
• A self-starter with hands-on experience
• Strong empathy and positive attitude
• Good interpersonal skill & communication skill