Senior Customer Service Manager

Customer Experience Manager
What we're looking for Operations Enablement Team, as Customer Service managing Ringkas Care hotline (Call & Messages) and supporting customers on site with partners.
Are you a passionate builder with mission to democratize home ownership for Indonesia?
About Us
Ringkas is helping to democratize home ownership for Indonesia that facilitates access to financing to help home seekers become home owners. Ringkas is built by passionate founders from Google, Amazon, Dell with backgrounds in tech whom have scaled product and digital businesses worldwide. We are backed by VCs, and several prominent angel investors who have built FinTech platforms for millions of people in Indonesia and the US.
Our vision is to Democratize home ownership and make it accessible for everyone. Our mission is making homeownership simpler, faster and accessible for all. We believe homeownership should be fast, transparent, and low-cost for all. Home and Mortgage finance has operated through traditional opaque systems for years. We are redefining the homeownership process from the ground up and end-to-end. We’re using technology to make it faster, more efficient and secured, through trusted partners and people to help make a seamless customer experience.
Customer Service Representative Responsibilities:
General Service
Communicate and coordinate with colleagues to serve customers (all type of Ringkas users)
Provide feedback on the efficiency of the customer service process
Commit to customer satisfaction and provide professional customer support
Contribute to team effort by accomplishing related results following target and SLAs
Always treat all information as private and confidential, never share with anyone else other than the assigned employees and never keep any users’s information in the personal safe-keeping
Always report any misconduct or policy breach related to compliance, regulatory policy and personal data protection
Customer Service (Call and messaging)
Understand the Ringkas Platform and always keep updated to new features, commit to self-train to not missing any details
Provide accurate, valid and complete information by using the right methods/tools
Respond promptly to user inquiries following the process flow
Follow up on customer’s orders, forms, applications, documentations and requests
Take the extra mile to engage with customers
Communicate with users through various channels in supporting the troubleshooting or any service inquiries related to the KPR applications through Ringkas
Acknowledge and resolve user complaints properly according to compliance and regulatory policy or escalate timely as necessary
Keep records of user interactions, transactions, comments, and complaints
Follow designed escalation process in the customer service
Loan Advisor (product knowledge)
Knowing loan products inside and out so that you can answer questions
Take the extra mile to engage customers
Broadcast announcement/information update
Provide accurate, valid and complete information by using the right methods/tools
when on-site, focus to serve both customers and partners in the location, working together with Ringkas Care team in the office and escalate as necessary
Provide personalized service over telephone to customers on KPR and consumer loan products
Location of work : in the office or on-site (or event-based)
Working Days : roster schedule including Saturday and Sunday, 6 days a week, 1 day off in weekdays
Equipment : laptop and headset are provided for WFO, sharing tablet for on-site/mobile
Qualifications
Bachelor's degree at minimum with experience and knowledgeable related to loan product especially KPR and managing developers and its customers for KPR
Understand customers’ needs and provide appropriate/customized solutions
Comfortable using computers, documentation skills
Proven customer service experience or experience as a Client Service Representative
Track record of over-achieving quota
Strong phone and message contact handling skills and active listening and reading
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
Quality focus, attention to detail, people oriented
Market knowledge is a value add
Resolving conflict, negotiation, problem solving
Additional Benefits
Health Benefits