Complaint Handling Senior Analyst

The Complaint Handling Senior Analyst position at Cermati.com in Jakarta, id is a full-time role. Manage and coordinate complaint handling activities, ensuring customer complaints are properly followed up, documented, and resolved within the established Service Level Agreement (SLA), while maintaining good customer experience and service quality. Coordinate the resolution of complex and escalated customer cases with relevant teams, including Desk Collection and Field Collection, to ensure appropriate handling and resolution. Prepare weekly reports on Customer Service team performance for management, and provide insights from customer interactions to support collection improvement initiatives. Develop, review, and implement Complaint Handling SOPs to ensure consistent and effective complaint handling in line with company standards.

Key skills for this role include: Scala, RDS.

The salary for this position is not publicly listed. You can negotiate during the interview process. Check Glassdoor or Levels.fyi for estimates.

This position is On-site. The role is based in Jakarta, id.

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