Head of Customer Care

About the Role

Coordinate, implement, monitor, and evaluate the execution of customer management activities in accordance with the regulations of the Financial Services Authority, relevant laws and regulations, as well as the company's applicable policies and procedures, with the aim of ensuring a positive customer experience, resolving customer complaints, and continuously enhancing customer loyalty.

Responsibilities

• Coordinate and oversee the implementation of customer service and customer complaint handling processes.
• Ensure customer management activities comply with OJK regulations, consumer protection requirements, and internal policies.
• Receive, analyze, investigate, and resolve customer complaints within established service level agreements (SLAs).
• Monitor complaint trends and customer feedback to identify improvement opportunities.
• Prepare periodic reports on customer c...