Senior Complaint Handling & SLA Coordinator

SmartRecruiters, Inc.; Jakarta Pusat; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

SmartRecruiters, Inc. is seeking a skilled Complaint Handling Manager to oversee customer complaints, ensuring timely follow-ups and quality service within SLA. The role involves coordinating complex cases with Desk and Field collections teams, and producing weekly performance insights for management.

The candidate will develop, review, and implement SOPs for complaint handling to ensure consistency with company standards. A Bachelor’s degree and 3+ years in related fields are required.

Qualifications

• Bachelor degree required from a reputable university.
• Minimum 3 years in Customer Service, Complaint Handling, or Collection.
• Experience coordinating with regulators is a plus.
• Proficient in data processing and reporting with Google Workspace and Microsoft Office.

Responsibilities

• Manage and coordinate complaint handling activities, ensuring follow-up, documentation, and resolution within SLA.
• Coordinate resolution of complex and escalated customer cases with Desk and Field Collection teams.
• Prepare weekly reports on Customer Service team performance and provide insights for collection improvements.
• Develop, review, and implement Complaint Handling SOPs to ensure consistency with company standards.

Skills

Communication skills

Coordination skills

Education

Bachelor Degree (S1) from Reputable University

Tools

Google Workspace

Microsoft Office

Job description

SmartRecruiters, Inc. is seeking a skilled Complaint Handling Manager to oversee customer complaints, ensuring timely follow-ups and quality service within SLA. The role involves coordinating complex cases with Desk and Field collections teams, and producing weekly performance insights for management.

The candidate will develop, review, and implement SOPs for complaint handling to ensure consistency with company standards. A Bachelor’s degree and 3+ years in related fields are required.