Syariah Customer Care Lead — CSAT & Compliance

AIA; Indonesia; Vor Ort; IDR 120.000.000 - 180.000.000; Vollzeit

Zusammenfassung

AIA is seeking an experienced Customer Care (Syariah) Lead to oversee multi-channel customer support, ensuring operations comply with Syariah principles and regulatory standards. The role focuses on complaint resolution, service recovery, and driving CSAT/NPS driven improvements across touchpoints.

You will collaborate with Commercial and Product teams to translate customer feedback into enhancements while maintaining strong analytical oversight and process discipline in a fast-paced environment.

Qualifikationen

• Bachelor's degree in a related field is required.
• 4+ years in Customer Service and 3+ years in Complaint Handling.
• Strong analytical and problem-solving abilities.
• Excellent communication, interpersonal, negotiation and organizational skills.
• Proficient in Windows applications (Word/Excel/PowerPoint/Visio).
• Knowledge of risk assessment related to company loss and image.

Aufgaben

• Lead customer care delivery across all touchpoints, ensuring alignment with Syariah principles and regulatory standards.
• Oversee complaint resolution, service recovery, and CSAT/NPS tracking to drive customer experience strategy.
• Coordinate with Commercial, Product, and other stakeholders to translate feedback into service improvements and product updates.

Kenntnisse

Analytical skills

Problem solving

Communication

Interpersonal skills

Negotiation

Organizational skills

Ausbildung

Bachelor's degree

Tools

Microsoft Word

Excel

PowerPoint

Visio

Jobbeschreibung

AIA is seeking an experienced Customer Care (Syariah) Lead to oversee multi-channel customer support, ensuring operations comply with Syariah principles and regulatory standards. The role focuses on complaint resolution, service recovery, and driving CSAT/NPS driven improvements across touchpoints.

You will collaborate with Commercial and Product teams to translate customer feedback into enhancements while maintaining strong analytical oversight and process discipline in a fast-paced environment.