Customer Service Manager [FINTECH]

PT Lumbung Dana Indonesia; Tangerang; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading fintech company in Tangerang is seeking a Customer Service Supervisor to lead the team in providing exceptional service. The ideal candidate will have at least 2 years of experience in customer service and a supervisory role. Responsibilities include managing staff, implementing effective policies, and ensuring compliance with OJK regulations. Candidates should possess leadership skills and the ability to work under pressure. This role offers an excellent opportunity to shape customer engagement strategies in a thriving P2P lending environment.

Qualifications

• Minimum of 2 years of experience in a Customer Service role.
• Supervisory experience of at least 2 years required.
• Preferred experience in Fintech or related industries.

Responsibilities

• Develop and implement policies for efficient service delivery.
• Recruit and mentor customer service representatives.
• Manage escalated issues and ensure timely resolution.
• Establish KPIs and ensure team meets targets.

Skills

Customer service excellence

Leadership

Interpersonal skills

Analytical skills

Problem-solving

Knowledge of OJK regulations

Tools

Microsoft Office

Customer support platforms

Job description

Qualifications

Minimum of 2 years of experience in Customer Service role and minimum 2 years in Supervisor / Team Leader level,

Preferred experience in Fintech, Peer to Peer Lending or related industries,

Have knowledge of contact center management, consumer engagement, customer relationship management,

Proficiency in Microsoft Office,

Strong knowledge of OJK regulations related to customer service in Fintech company,

Excellent leadership, communication and interpersonal skills, including the ability to effectively interact with stakeholders at all levels,

Demonstrated ability to work independently and collaboratively within a team environment,

Analytical and problem‑solving skills,

Attention to detail and accuracy,

Ability to work under pressure and meet deadlines,

Proficiency in data‑driven decision‑making tools and customer support platforms,

Ability to manage high‑pressure situations and resolve conflicts effectively,

Willing to work in Alam Sutera, Tangerang.

Tasks & Responsibilities

Develop and implement policies, procedures, and systems to ensure efficient service delivery,

Recruiting, training, and mentoring customer service representatives to enhance performance,

Establishing KPIs (e.g., first response time, customer satisfaction scores) and ensuring the team meets or exceeds these targets,

Coordinating with product, IT, and compliance teams to resolve complex customer issues and improve service,

Managing escalated issues, ensuring timely resolution while maintaining a positive customer experience,

Overseeing and managing multiple channels (email, phone, live chat, social media, customer service software) for consistency and quality,

Ensuring customer service processes align with OJK regulations,

Reviewing service data to identify trends, areas for improvement, and potential risks,

Gathering insights from customer interactions to influence product improvements and service strategies,

Preparing regular reports for stakeholders, highlighting team performance, challenges, and proposed solutions.

Lumbung Dana is a local peer‑to‑peer lending (P2P) platform that provides unsecured lending services, connecting lenders and borrowers directly through advanced technology.