Complaint Management Analyst Jobs

About you

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment.
• You always find a way to get things done without sacrificing the quality of your work, integrity and values. No task is off limits for you.
• You don't shy away from challenges and have the ability to bounce back from setbacks.
• You are comfortable with ambiguity and extremely resourceful (in your past life you could've been a detective)
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you.
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet.

About This Role

• Manage performance /disciplinary /issue /grievances for related team
• Lead and supervise the team in resolving complaints about products and services and transactions.
• Build the Culture of Service – with the aim of building an evangelist culture of Sonocent supporters who will be recognized and appreciated.
• Managing Data - ensuring the process of recording, tracking, and using relevant data to enable customer satisfaction measurement to understand value and target messages appropriately
• Initiatives and proactive to inform and educate the customers
• Ensuring that the digital banking operational platform works consistently and reliably and provides customer support for digital banking transactions.
• Create and or update work guidelines and ensure the implementation of all guidelines, processes, and operational procedures
• Identify potential Complaint Management teams and provide the necessary direction to optimize the potential of team
• Develop and implement communication plans for prospects, customers, and users such as targeted messages to help them through customer onboarding and customer satisfaction.

What is required and what we’re looking for

• Have leadership skills
• Bachelor’s degree (S1)
• Good command of written and spoken Bahasa and English is preferred
• Excellent interpersonal and communication skills
• Minimum work experience of at least 5 years and preferably have experience managing customer service at a bank