Customer Resolution Staff

5 months ago


Tangerang, Indonesia PT BFI Finance Indonesia Tbk Full time

Who is PT BFI Finance Indonesia Tbk?

PT BFI Finance Indonesia Tbk was founded in 1982. It is one of the oldest and the most diversified multi finance companies in Indonesia as well as the first multi finance company to be listed on Indonesia Stock Exchange with ticker code BFIN. Currently BFI Finance has over than 300 branches and 9000 employee across the nation.

In 2017, PT BFI Finance Indonesia Tbk built a subsidiary called PT Finansial Integrasi Teknologi (FIT). We believe that technology can facilitate more financial access to Indonesian people. FIT has launched its platform "Pinjam Modal" in October 2018.
Membuat dan melakukan pengecekan daily report terkait jumlah keluhan dan inquiry (informasi) yang masuk

Melakukan follow up dan eskalasi tiket keluhan ke unit kerja terkait dan cabang

Memastikan keluhan dari konsument dapat terselesaikan dengan baik

Mengupdate tiket hard complaint dan tiket keluhan over SLA

Membuat report internal dan eksternal (Report OJK)

Membuat meeting dengan unit kerja lain untuk mengetahui rootcause dan action plan terhadap hard complaint & complaint terbanyak

Melakukan follow up keluhan konsumen yang berada baik di media massa maupun media sosial & bekerja sama dengan unit-unit terkait untuk penyelesaiannya

Melakukan update standarisasi penginputan keluhan pada sistem untuk cabang

Memastikan kepuasan konsumen terkait dengan men-handling komplain konsumen

Melakukan service recovery terkait dengan semua komplain yang masuk pada customer care HO dan cabang

Membuat standarisasi jawaban atas keluhan yang disampaikan oleh konsumen dengan bekerja sama dengan Tim Care di Head Office

Melakukan monitoring SLA keluhan
Minimal pendidikan S1, Semua jurusan

Memiliki pengalaman kerja mínimal 1 tahun pada posisi Complaint Resolution, Customer Care, atau Call Center

Menguasai dengan ahli penggunaan Ms. Office, terutama penggunaan Ms. Excel, Word dan Power Point

Memiliki kemampuan komunikasi yang baik dan mudah untuk beradaptasi di lingkungan baru

Memiliki kemampuan memecahkan masalah yang baik


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