Customer Complaint Handling Specialist

Are you a patient, empathetic professional with a knack for resolving customer concerns? 360Kredi, a leading financial services provider in Indonesia, is seeking a Customer Complaint Handling Specialist to join our dynamic team in Central Jakarta. As part of our customer service department, you will be the first point of contact for customers facing issues with our products and services. Your mission is to ensure customer satisfaction by providing prompt, effective, and professional solutions to their complaints.

At 360Kredi, we pride ourselves on our commitment to customer-centricity. Our Customer Complaint Handling Specialist will have the opportunity to work with a diverse range of customers, using our in-house complaint management system to track and resolve issues efficiently. You will be part of a team that is dedicated to continuous improvement, with regular training and development opportunities to enhance your skills.

In this role, you will handle complaints via phone, email, and in-person interactions, ensuring that each customer feels heard and valued. You will work closely with our product and service teams to find the best possible solutions, and with our legal and compliance teams to ensure that all processes adhere to regulatory requirements.

📋 Tanggung Jawab Pekerjaan

• Receive and log customer complaints through various channels, including phone, email, and in-person interactions.
• Investigate and analyze customer complaints to identify the root cause and determine the appropriate resolution.
• Coordinate with relevant departments to ensure timely and effective resolution of complaints.
• Provide professional and empathetic responses to customers, keeping them informed throughout the complaint resolution process.
• Document all complaint details and resolutions in our internal CRM system.
• Monitor and report on complaint trends and resolutions to identify areas for improvement.
• Participate in regular team meetings and training sessions to stay updated on best practices and new policies.
• Adhere to company policies and regulatory requirements related to customer service and complaint handling.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Psychology, or a related field.
• Minimum of 3 years of experience in customer service, complaint handling, or a related role.
• Strong communication and interpersonal skills, with the ability to handle difficult conversations professionally.
• Excellent problem-solving and analytical skills.
• Proficiency in using Microsoft Office Suite, including Excel for data analysis and reporting.
• Familiarity with CRM systems, such as Salesforce or HubSpot, is a plus.
• Ability to work well under pressure and meet tight deadlines.
• Strong attention to detail and commitment to maintaining high standards of customer service.

🛠️ Keahlian

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