Customer Service Manager (Financial Services)

Pengiklan Anonim; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A financial services company in Jakarta Utara is seeking an experienced Customer Service Manager to lead their customer service team. Responsibilities include monitoring team performance, addressing customer complaints, scheduling work, and ensuring effective communication. Candidates must have at least 5 years of experience in customer service, preferably in the financial industry, along with strong project management skills and fluency in English. Join us in making customer engagement exceptional.

Qualifications

• Minimum 5 years of experience in Customer Service field, preferably in Financial Industry/startup.
• Strong project management capabilities in a fast-paced environment.
• Excellent adaptability and flexibility in teamwork.

Responsibilities

• Monitor and lead the customer service team across multiple channels.
• Handle customer complaints and ensure resolution within time limits.
• Set work schedules and report on team activities regularly.

Skills

Fluent in English

Project management skills

Customer service operations knowledge

Teamwork and coordination

Ability to work under pressure

Education

Bachelor's Degree in Management, Business, Marketing

Job description

Customer Service Manager (Financial Services)

Customer Service Manager (Financial Services Company)

Job Description :

Responsible and monitor all customer service team (Back Office, Call Center, Email & IM Chat)

Lead & nurture Customer Service team members to be able to achieve target

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Ensure the performance of the Customer Service team in serving live chat / email questions, complaints and requests for returns from the customer in a friendly and polite manner

Set the work schedule for the Customer Service team.

Make a report on the activity of the Customer Service team on a regular basis, (daily, weekly & monthly).

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Job Requirement:

Minimum 5 years of experience in Customer Service field preferably coming from Financial Industry /startup background

Bachelor's Degree from Management, Business, Marketing, or relevant experiences.

Fluent in English both oral and written.

Great project management skills and ability to prioritize in multiple projects in a fast-paced environment with different stakeholders

Excellent understanding of and passionate in Customer Service operations and improvements

Good team work and coordination, easily adaptable, flexible and agile

Understand KPI & SOP Customer Service

Ability to work under pressure or with a sense of urgency

Working Location : Jakarta Barat