IT Governance Specialist
cermaticom
Complaint Handling Senior Analyst
cermaticom· Business Operation - Non mass
About this role
Company Description
Job Description
- 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.
Qualifications
- Bachelor Degree (S1) from Reputable University.
- Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection. Experience in coordinating with regulator is a plus.
- Proficient in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office.
- Strong communication and coordination skills, with the ability to escalate issues clearly and promptly.
- Able to work effectively within established Service Level Agreements (SLAs).
- Good understanding of Collection business processes and applicable regulations governing collection activities.
Additional Information
Frequently Asked Questions
Is the salary disclosed for the Complaint Handling Senior Analyst position at cermaticom?
The salary for this Complaint Handling Senior Analyst role at cermaticom is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Complaint Handling Senior Analyst position at cermaticom located?
This Complaint Handling Senior Analyst role at cermaticom is based in Jakarta, Jakarta, Indonesia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Complaint Handling Senior Analyst role at cermaticom full-time or part-time?
This is listed as a Full time position. It is posted as a Complaint Handling Senior Analyst role in the Business Operation - Non mass department at cermaticom.
Which team or department does the Complaint Handling Senior Analyst at cermaticom belong to?
This Complaint Handling Senior Analyst position is part of the Business Operation - Non mass department at cermaticom. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Complaint Handling Senior Analyst position at cermaticom?
Click the "Apply Now" button on this page. You will be redirected to cermaticom's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Complaint Handling Senior Analyst job at cermaticom posted?
This Complaint Handling Senior Analyst position at cermaticom was posted on Sep 15, 2026. Apply as soon as possible — early applications are often reviewed first.
Complaint Handling Senior Analyst
cermaticom
You'll be redirected to cermaticom's official application page on SmartRecruiters.