About the Role
Coordinate, implement, monitor, and evaluate the execution of customer management activities in accordance with the regulations of the Financial Services Authority, relevant laws and regulations, as well as the company's applicable policies and procedures, with the aim of ensuring a positive customer experience, resolving customer complaints, and continuously enhancing customer loyalty.
Responsibilities
- Coordinate and oversee the implementation of customer service and customer complaint handling processes.
- Ensure customer management activities comply with OJK regulations, consumer protection requirements, and internal policies.
- Receive, analyze, investigate, and resolve customer complaints within established service level agreements (SLAs).
- Monitor complaint trends and customer feedback to identify improvement opportunities.
- Prepare periodic reports on customer complaints, resolutions, customer satisfaction, and service performance.
- Collaborate with related departments to ensure timely resolution of customer issues.
- Conduct root cause analysis and recommend corrective and preventive actions to improve service quality.
- Support the development and implementation of customer experience enhancement initiatives.
- Maintain accurate records and documentation related to customer complaints and resolutions.
- Assist in regulatory reporting and audits related to customer protection and complaint management.
- Monitor customer satisfaction metrics and recommend strategies to increase customer loyalty and retention.
- Provide guidance and support to internal stakeholders regarding customer service standards and complaint handling procedures.
Qualifications
- Bachelor's Degree in Business Administration, Management, Law, Communications, Finance, or a related field.
- Minimum 8 years of experience in Customer Experience, Customer Service, Complaint Handling, Consumer Protection, or a related role, preferably in the financial services, banking, or multifinance industry.
- Strong understanding of customer complaint management processes and customer service principles.
- Familiarity with OJK regulations and consumer protection requirements is preferred.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical and reporting abilities.
- Ability to work independently and collaboratively in a fast-paced environment.
