Fintech CS Team Lead — SLA, QA & Coaching (Jakarta, WFO)

PT Dana Pinjaman Inklusif; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

PT Dana Pinjaman Inklusif in Jakarta Pusat seeks a Customer Service Team Leader with fintech background to guide daily operations of the customer service team and drive excellence in outcomes.

You will monitor KPIs, SLA adherence, and QA processes, mentor staff, and handle escalated complaints related to loans and post-loan services, ensuring compliance with SOPs and OJK regulations while fostering a customer-centric culture.

Qualifications

• Minimum Bachelor’s degree in any relevant field.
• Minimum 2 years of Customer Service experience with at least 1 year of experience as a Team Leader/Supervisor.
• Experience in fintech, P2P lending, digital lending, or financial services is preferred.
• Familiar with OJK regulations, complaint handling, QA, SLA, and CRM.
• Fluent in English, both written and spoken.
• Strong leadership, communication, and problem-solving skills.
• Proficient in Microsoft Excel.
• Willing to work WFO in Jakarta.

Responsibilities

• Lead and monitor the daily performance of the Customer Service team.
• Ensure achievement of CS KPIs, SLA, productivity, and service quality.
• Handle and supervise escalated customer complaints related to loan applications, disbursement, repayment, billing, and post-loan services.
• Monitor customer interactions and conduct regular QA, coaching, and performance evaluations.
• Ensure customer handling complies with company SOPs, OJK regulations, and customer protection principles.
• Monitor complaint trends and prepare regular performance and complaint reports.
• Support CS recruitment, onboarding, and training.

Skills

Leadership

Coaching

Communication

Problem-solving

English proficiency

Education

Bachelor's degree in a relevant field

Tools

CRM

Microsoft Excel

QA tools

Job description

PT Dana Pinjaman Inklusif in Jakarta Pusat seeks a Customer Service Team Leader with fintech background to guide daily operations of the customer service team and drive excellence in outcomes.

You will monitor KPIs, SLA adherence, and QA processes, mentor staff, and handle escalated complaints related to loans and post-loan services, ensuring compliance with SOPs and OJK regulations while fostering a customer-centric culture.