Customer Service Manager FINTECH

4 days ago

Tangerang, Banten, Indonesia PT Lumbung Dana Indonesia Full time

Qualifications & Experience

  • Bachelor's degree in a related field,
  • Minimum of 2 years of experience in Customer Service role and minimum 2 years in Supervisor / Team Leader level,
  • Preferred experience in Fintech, Peer to Peer Lending or related industries,
  • Have knowledge of contact center management, consumer engagement, customer relationship management,
  • Proficiency in Microsoft Office,
  • Strong knowledge of OJK regulations related to customer service in Fintech company,
  • Excellent leadership, communication and interpersonal skills, including the ability to effectively interact with stakeholders at all levels,
  • Demonstrated ability to work independently and collaboratively within a team environment,
  • Analytical and problem-solving skills,
  • Attention to detail and accuracy,
  • Ability to work under pressure and meet deadlines,
  • Proficiency in data-driven decision-making tools and customer support platforms,
  • Ability to manage high-pressure situations and resolve conflicts effectively,
  • Willing to work in Alam Sutera, Tangerang.

Tasks & Responsibilities

  • Develop and implement policies, procedures, and systems to ensure efficient service delivery,
  • Recruiting, training, and mentoring customer service representatives to enhance performance,
  • Establishing KPIs (e.g., first response time, customer satisfaction scores) and ensuring the team meets or exceeds these targets,
  • Coordinating with product, IT, and compliance teams to resolve complex customer issues and improve service,
  • Managing escalated issues, ensuring timely resolution while maintaining a positive customer experience,
  • Overseeing and managing multiple channels (email, phone, live chat, social media, customer service software) for consistency and quality,
  • Ensuring customer service processes align with OJK regulations,
  • Reviewing service data to identify trends, areas for improvement, and potential risks,
  • Gathering insights from customer interactions to influence product improvements and service strategies,
  • Preparing regular reports for stakeholders, highlighting team performance, challenges, and proposed solutions.

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