Senior Complaint Resolution Analyst

PT Dwi Cermat Indonesia; Jakarta Pusat; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

PT Dwi Cermat Indonesia is seeking a Customer Service professional to manage complaint handling, ensuring follow-up, documentation, and resolution within SLA while maintaining service quality. You will coordinate complex/escalated cases with Desk and Field Collection teams to ensure proper handling and timely resolution.

The role requires data reporting, insights from customer interactions, and development of complaint handling SOPs in line with regulatory requirements and company standards.

Qualifications

• Bachelor Degree (S1) from Reputable University.
• Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection. Experience in coordinating with regulatoris a plus.
• Proficient in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office.
• Strong communication and coordination skills, with the ability to escape issues clearly and promptly.
• Able to work effectively within established Service Level Agreements (SLAs).
• Good understanding of Collection business processes and applicable regulations governing collection activities.

Responsibilities

• Manage and coordinate complaint handling activities, ensuring customer complaints are properly followed up, documented, and resolved within the established SLA, while maintaining good customer experience and service quality.
• Coordinate the resolution of complex and escalated customer cases with relevant teams, including Desk Collection and Field Collection, to ensure appropriate handling and resolution.
• Prepare weekly reports on Customer Service team performance for management, and provide insights from customer interactions to support collection improvement initiatives.
• Develop, review, and implement Complaint Handling SOPs to ensure consistent and effective complaint handling in line with company standards.

Skills

communication

coordination

data reporting

SLA adherence

Education

Bachelor Degree from Reputable University

Tools

Google Workspace

Microsoft Office

Job description

PT Dwi Cermat Indonesia is seeking a Customer Service professional to manage complaint handling, ensuring follow-up, documentation, and resolution within SLA while maintaining service quality. You will coordinate complex/escalated cases with Desk and Field Collection teams to ensure proper handling and timely resolution.

The role requires data reporting, insights from customer interactions, and development of complaint handling SOPs in line with regulatory requirements and company standards.