English Customer Service - Complaint Handling

PT Abadi Sejahtera Finansindo (Singa Fintech); Tangerang; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

PT Abadi Sejahtera Finansindo (Singa Fintech) is seeking a dedicated Customer Service lead to keep the team performing, customers happy, and operations running smoothly. You will take over high-level complaints, coach the CS team, and develop improved service processes to ensure policy and OJK compliance.

The ideal candidate has 1–2 years in CS, fintech/P2P familiarity, strong leadership, and excellent communication and problem-solving skills for a fast-paced environment.

Qualifications

• 1-2 years experience in Customer Service.
• Background in Fintech or P2P Lending.
• Strong leadership and people-management skills.
• Good communication and complaint-handling skills.
• Familiar with CS KPI, SLA, QA, and reporting.
• Understanding of OJK regulations and P2P Lending is a plus.
• Fast learner, problem solver, and comfortable in a fast-paced environment.

Responsibilities

• Take over high-level complaints and escalations.
• Review CS performance and provide coaching & feedback.
• Develop and improve SOP, scripts, and service processes.
• Work closely with Ops, Collection, Risk & Compliance.
• Ensure customer handling follows company policy and OJK regulations.

Skills

Leadership

People-management

Communication

Complaint-handling

Job description

We’re looking for a Customer Service who can keep the team performing, customers happy, and operations running smoothly.

What You’ll Do

• Take over high-level complaints and escalations
• Review CS performance and provide coaching & feedback
• Develop and improve SOP, scripts, and service processes
• Work closely with Ops, Collection, Risk & Compliance
• Ensure customer handling follows company policy and OJK regulations

What We’re Looking For

• 1-2 years experience in Customer Service
• Background in Fintech or P2P Lending
• Strong leadership and people-management skills
• Good communication and complaint-handling skills
• Familiar with CS KPI, SLA, QA, and reporting
• Understanding of OJK regulations and P2P Lending is a plus
• Fast learner, problem solver, and comfortable in a fast-paced environment