Critical Customer Care Asst. Manager
Home Credit Indonesia
- South Jakarta, IndonesiaPlaza Oleos, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 4 years ago
2019-12-29T17:00:00+00:00Job closed.
Job Description
- Oversee and manage complaints management process to ensure the logging and categorization of complaints are accurate and proceed in timely resolution
- Advocate customer experience throughout the whole organization to promote the importance of customer experience for
- Propose process adjustments based on the lessons learned from complaints resolution to increase customer satisfaction number.
- Review the materials for complaints committee to ensure all the material is appropriate and accurate.
- Review the prepared internal and regulatory reporting on complaints handling for OJK and ensure all the information is accurate and prepared in timely manner.
- Monitor, coach and manage staff performance by setting clear objectives and develop them so that they can fulfill their target and support their team target.
Minimum Qualifications
- University degree
- 2. 5+ years experience in Customer Service / Complaint handling area.
- English communication (Advanced)
- MS Excel knowledge (Advanced)
- MS Powerpoint knowledge (Advanced)
- Customer Experience improvement program design or implementation
- Experience in process quality control and measurements
- Experience with managing documents
- Experience with providing suggestion and recommendation to senior management over the trends, finding, set of data and formulating the improvement plan
- Experience with setting Service levels, KPIs and thresholds
- Large call center in consumer sector experience
- Knowledge of the Indonesian consumer finance industry and regulations
Perks and Benefits
Employee Discounts
Gym Membership
Performance Bonus
Medical / Health Insurance
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Plaza Oleos, South Jakarta, DKI Jakarta, Indonesia
Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.
About Home Credit Indonesia
Home Credit is a multinational tech-based financial services company. We exist in 9 countries around the world. Our vision is to bring to market financial products that improve the life and lifestyles of our customers. From financing, protection, PayLater, to e-money – we got them covered! Our presence can be found both online and offline.
We responsibly deliver trusted financial services that customers and business partners access via their channel of choice. We continually meet evolving needs, both directly and through innovative ecosystems – helping to build a more resilient world.
Everyone at Home Credit Indonesia is not afraid of new challenges. Our passion is not only to create new innovations, but we also hold a strong courage and continue to seek chances to turn our innovative visions into reality. More than our 6.000 employees embrace these values to ensure our success in building a better today and a brighter tomorrow.