Lead and execute the company's customer service strategy, ensuring alignment with business goals and compliance with OJK consumer protection regulations.
Oversee daily customer service operations across multiple channels (call center, live chat, social media, walk-in).
Manage the Complaint Handling Unit, ensuring timely resolution and accurate reporting to OJK as required
Monitor and optimize key performance metrics including CSAT, SLA, first response time, and other operational indicators.
Build a customer-centric culture and collaborate with cross-functional teams to enhance the overall customer journey.
Lead, coach, and develop the customer service team to achieve high performance and service excellence.
Prepare and deliver management and regulatory reports related to customer service performance and complaint trends.
Requirements
Bachelor's degree in Business Administration, Finance, Communication, or any related major.
Minimum 3 years of experience in customer service within the multi-finance, banking, or financial services industry.
Minimum 3 years in a managerial or head-level role, leading multi-channel customer service teams.
Strong understanding of OJK consumer protection regulations.
Fluent English, both spoken and written (Fluency in Mandarin is a plus)
Excellent leadership, communication, and analytical skills.
Demonstrated ability to manage complex service operations and drive continuous process improvement.
Proficient in data-driven decision-making and customer satisfaction management.
