Complaint Handling Senior Analyst
Cermati · Jakarta, Jakarta, id
Sekilas tentang pekerjaan ini
Di Cermati, Complaint Handling Senior Analyst mengelola penanganan keluhan pelanggan dan koordinasi penyelesaian kasus di Jakarta. Posisi ini ditujukan bagi kandidat dengan minimal 3 tahun pengalaman di Customer Service, Complaint Handling, atau Collection.
Tugas utama
- Mengelola tindak lanjut, dokumentasi, dan penyelesaian keluhan sesuai SLA
- Mengkoordinasikan penyelesaian kasus kompleks dengan Desk Collection dan Field Collection
- Menyusun laporan mingguan kinerja Customer Service dan insight pelanggan
- Mengembangkan dan meninjau SOP Complaint Handling
Kualifikasi utama
- Minimal S1 dari universitas bereputasi
- Minimal 3 tahun pengalaman di Customer Service, Complaint Handling, atau Collection
- Mahir mengolah data dan membuat laporan; memahami Google Workspace dan Microsoft Office
- Memiliki kemampuan komunikasi dan koordinasi yang kuat
- Memahami proses bisnis Collection dan peraturan terkait
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Cermati.
Deskripsi pekerjaan
Manage and coordinate complaint handling activities, ensuring customer complaints are properly followed up, documented, and resolved within the established Service Level Agreement (SLA), while maintaining good customer experience and service quality. Coordinate the resolution of complex and escalated customer cases with relevant teams, including Desk Collection and Field Collection, to ensure appropriate handling and resolution.
Prepare weekly reports on Customer Service team performance for management, and provide insights from customer interactions to support collection improvement initiatives. Develop, review, and implement Complaint Handling SOPs to ensure consistent and effective complaint handling in line with company standards.
Bachelor Degree (S1) from Reputable University. Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection. Experience in coordinating with regulator is a plus. Proficient in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office. Strong communication and coordination skills, with the ability to escalate issues clearly and promptly. Able to work effectively within established Service Level Agreements (SLAs). Good understanding of Collection business processes and applicable regulations governing collection activities.