Primary Responsibility
• Manage complaints process, work with internal and external parties to resolve complaints as soon as possible• Advocate excellent customer experience throughout the whole company• Adhere to documented processes and manage tasks within agreed SLAs and deliver on KPIs• Log, categorize and follow up resolution of customer complaints• Prepare materials for complaints committee• Prepare internal and external reporting on complaints
Qualification
Qualification
• University degree (can be substituted by extensive relevant work experience)• English communication (Advanced)• MS Excel knowledge (Advanced)• MS Powerpoint knowledge (Advanced)• Experience in process quality control and measurements• Experience with managing documents• Experience with setting Service levels, KPIs and thresholds• Experience from Operations• Customer Experience improvement program design or implementation• Advanced reporting suits development and implementation experience• 6sigma / Kaizen implementation or usage experience• Experience from Finance industry• Proven track record of identifying process improvements opportunities using data analysis• Knowledge of Six Sigma or KAIZEN• Knowledge of the Indonesian Finance industry• Experience with providing suggestion and recommendation to senior management over the trends, finding, set of data and formulating the improvement plan
Informasi lebih lanjut
Bidang Pekerjaan |
Status Kepegawaian |
Pelayanan Pelanggan, Pelayanan Pelanggan
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Full-Time
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Pendidikan Terakhir |
Gaji |
-
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Sesuai Peraturan Perusahaan
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Tingkat Jabatan |
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-
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-
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