Complaint Handling Specialist (Financial Services)

Join PinjamanGo, a leading innovator in Indonesia's financial services sector, as our next Complaint Handling Specialist. In this critical role, you'll serve as the voice of our customers, ensuring their concerns are resolved with professionalism, empathy, and efficiency. Located in the heart of Jakarta Raya, you'll be part of a dynamic team dedicated to delivering exceptional service to our valued clients.

As a Complaint Handling Specialist at PinjamanGo, you'll handle customer complaints and feedback daily, using our in-house CRM system and various communication tools. Your mission is to turn potential issues into satisfied customers, all while contributing to our goal of becoming the most trusted financial services provider in Indonesia.

If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record in resolving complaints, we want to hear from you. Join us and be part of a team that's shaping the future of financial services in Indonesia.

📋 Tanggung Jawab Pekerjaan

• Receive and log customer complaints and feedback through various channels, including phone, email, and social media.
• Investigate and resolve customer complaints professionally and efficiently, ensuring customer satisfaction.
• Monitor and analyze complaint trends to identify areas for improvement in our products and services.
• Coordinate with relevant departments to ensure timely and effective resolution of customer issues.
• Provide regular reports on complaint resolution rates, response times, and customer satisfaction scores.
• Train and mentor new hires on complaint handling best practices and company policies.
• Adhere to company policies and procedures, including data privacy and security regulations.
• Participate in team meetings and contribute to the continuous improvement of our complaint handling processes.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Psychology, or a related field.
• Minimum of 3 years of experience in customer service or complaint handling, preferably in the financial services industry.
• Strong communication and interpersonal skills, with the ability to handle difficult conversations calmly and professionally.
• Proficient in using CRM systems such as Salesforce or HubSpot.
• Familiarity with Indonesian language and culture, with the ability to communicate effectively with diverse customer segments.
• Excellent analytical and problem-solving skills, with the ability to identify trends and make data-driven recommendations.
• Ability to work well under pressure and meet tight deadlines in a fast-paced environment.
• Strong attention to detail and commitment to maintaining high standards of customer service.

🛠️ Keahlian

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