Job Description

Prepare, execute, and manage the operations of the Customer Service Unit to ensure all inquiries and requests received by Customer Service Unit are promptly addressed to meet customer expectations regarding time, resources, and effectiveness and seamless customer service delivery, adhering to SOP.
Product and Service Expertise to master information related to the company's products, processes, and services.
Receive and address customer communications through all company service channels, including queries, processing requests, feedback, and complaints.
Gather and collect necessary information and documents related to transactions, ensuring accurate documentation.
Coordinate with relevant departments for case follow-ups as per customer requirements.
Provide and deliver comprehensive and accurate information or solutions to customer queries and needs effectively
Establish a Complaint Handling Unit to address customer grievances seriously and according to service standards.
Evaluate and analyze the effectiveness and quality of company customers journey transactions against service standards.
Conduct evaluations and analyses of service effectiveness and quality of customer journey ensuring compliance and consistent with service standards.
Maintain and enhance internal support and quality standards of the Customer Service Unit to improve the performance of service personnel.
Provide recommendations or feedback regarding processes, products, and services based on the analysis of general transactions and received complaints for continuous service development. Monitor the status of follow-ups on development plans.
Monitor Service Level Agreements (SLAs) for case resolution and complaint management to ensure service performance meets established standards.
Act as a liaison for customer complaints to OJK and/or other relevant authorities, ensuring compliance with regulations and providing regular reports on service status and complaint resolution.
Conduct periodic training for service personnel on the latest company products, processes, and services to enhance customer service quality.
Involve in website Maintenance by collaborate with respective departments and IT to update website content and ensure compliance with OJK requirements and company needs regarding customer protection and service information dissemination.

Requirements

Proven experience leading and managing a Customer Service team
Strong English communication skills (written and spoken)
Solid understanding of OJK regulations related to Customer Service in the insurance industry
Hands-on insurance industry experience

Customer Service Lead - Insurance