Customer Service Executive - Indonesia

Igloo Careers; Jakarta Utara; On-site; IDR 7.000.000 - 10.000.000; Full time

Job summary

A leading regional insurtech company is seeking an experienced Customer Service Executive in Jakarta Utara. You will manage daily customer service operations for B2B2C and B2C clients, ensuring high levels of customer satisfaction and effective communication within the team. The ideal candidate has 2-3 years of experience, a diploma or bachelor's degree, and strong problem-solving skills. Join us to make insurance accessible for all.

Qualifications

• 2-3 years of proven customer service experience, preferably with SOP and flow process creation.
• Experience in using omni-channel operating systems for daily operations.
• Strong interpersonal skills and ability to work collaboratively.

Responsibilities

• Handle day to day customer service operations for B2B2C & B2C clients.
• Achieve customer satisfaction rate score of no less than 90%.
• Provide improvement ideas to ease the customer service process.

Skills

Customer service experience

Empathy

Communication skills

Problem solving

Education

Diploma or Bachelor's degree

Job description

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. Igloos 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 Executivewith a strong focus on operations and customer experienceto join our dynamic team. As an CS Executiveyou will be working with the Operation team and play a crucial role to make Igloo become 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 inquiry 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 crossed functions
• Giving improvement ideas to CS Manager to ease the CS business process on a daily basis.

Job Requirements

• Diploma orBachelor's degree or equivalent practical experience preferably from relevant fields
• 2-3 years of customer serviceexperience, 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