Senior Complaint Resolution Analyst

PT Dwi Cermat Indonesia; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT Dwi Cermat Indonesia is seeking a Customer Service & Complaint Handling Lead to manage and coordinate complaint activities, ensuring follow-up, documentation, and resolution within SLA while preserving customer experience. The role interfaces with Desk and Field Collection to escalate and resolve complex cases, and requires preparing weekly performance reports for management.

SOPs for complaint handling will be developed and refined to align with company standards.

Qualifications

• Bachelor degree required.
• Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection.
• Experience coordinating with regulators is a plus.
• Proficient in data processing and reporting.

Responsibilities

• Manage and coordinate complaint handling activities to ensure SLA compliance and good customer experience.
• Coordinate resolution of complex/escalated customer cases with Desk Collection and Field Collection.
• Prepare weekly reports on Customer Service team performance and provide insights for collection improvement initiatives.
• Develop, review, and implement Complaint Handling SOPs.

Skills

Communication skills

Coordination skills

Data processing

Reporting

Education

Bachelor’s degree (S1) from reputable university

Tools

Google Workspace

Microsoft Office

Job description

PT Dwi Cermat Indonesia is seeking a Customer Service & Complaint Handling Lead to manage and coordinate complaint activities, ensuring follow-up, documentation, and resolution within SLA while preserving customer experience. The role interfaces with Desk and Field Collection to escalate and resolve complex cases, and requires preparing weekly performance reports for management.

SOPs for complaint handling will be developed and refined to align with company standards.