Customer Complaint Resolution Specialist - Financial Services

Join PinjamanGo, a leading financial services provider in Indonesia, as a Customer Complaint Resolution Specialist. In this pivotal role, you will serve as the first point of contact for customer concerns, ensuring timely and empathetic resolution while maintaining high customer satisfaction. Based in Jakarta Raya, you'll be part of a dynamic team dedicated to delivering exceptional service in the financial sector.

As a Customer Complaint Resolution Specialist at PinjamanGo, you'll handle a wide range of customer inquiries and complaints, from loan applications to post-loan issues. Utilizing tools like Zendesk and Salesforce, you'll document and track each case, ensuring no issue falls through the cracks. This role offers a unique opportunity to grow within a company that values both customer service excellence and professional development.

If you're passionate about resolving customer issues with a smile and have a background in customer service or financial services, PinjamanGo is the place to be. We offer a competitive salary, a collaborative work environment, and the chance to make a real impact in the financial services industry.

📋 Tanggung Jawab Pekerjaan

• Act as the primary point of contact for customer complaints and inquiries, providing timely and empathetic resolutions.
• Document and track customer complaints using Zendesk and Salesforce, ensuring all issues are properly logged and followed up.
• Collaborate with internal teams, including loan officers and customer support, to resolve complex customer issues.
• Monitor and analyze customer feedback to identify trends and areas for improvement in customer service.
• Train and mentor new customer service representatives to ensure consistent high standards of service.
• Maintain detailed records of all customer interactions, ensuring compliance with company policies and regulations.
• Provide regular reports on customer complaints and resolutions to the management team.
• Participate in continuous improvement initiatives to enhance customer service processes and tools.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum of 3 years of experience in customer service, preferably in the financial services industry.
• Proficient in using CRM systems like Zendesk and Salesforce.
• Strong communication and interpersonal skills, with the ability to handle difficult customers calmly and professionally.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Familiarity with Indonesian financial regulations and industry standards.
• Ability to work independently and as part of a team in a fast-paced environment.
• Fluency in both written and spoken Indonesian and English is a plus.

🛠️ Keahlian

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