AVP - Back Office and Complaints Resolutions

Join our dynamic team as an AVP - Back Office and Complaints Resolutions and play a pivotal role in shaping our customer service strategy. In this leadership position, you will be responsible for developing and implementing operational strategies to enhance complaint resolution processes and improve overall customer satisfaction. At Private Advertiser, we are committed to delivering exceptional service and ensuring our customers receive the best possible experience. Located in Kebayoran Lama, Jakarta Raya, our office is at the heart of the bustling city, providing a vibrant and dynamic work environment. As an AVP, you will be at the forefront of our operations, working closely with cross-functional teams to drive efficiency and excellence. This is an exciting opportunity to grow your career and make a significant impact on our business.

In this role, you will be responsible for managing and optimizing our back office operations, ensuring seamless and efficient processes. You will also be the primary point of contact for resolving customer complaints, leveraging your leadership skills to mentor and guide your team. Daily, you will work with various tools and software, including CRM systems, data analytics platforms, and communication tools, to streamline operations and enhance customer interactions. Your strategic insights will help us continuously improve our service standards and customer satisfaction levels.

📋 Tanggung Jawab Pekerjaan

• Develop and implement operational strategies to enhance complaint resolution processes and improve overall customer satisfaction.
• Manage and optimize back office operations, ensuring seamless and efficient processes.
• Serve as the primary point of contact for resolving customer complaints, leveraging leadership skills to mentor and guide the team.
• Work closely with cross-functional teams to drive efficiency and excellence in customer service.
• Utilize CRM systems, data analytics platforms, and communication tools to streamline operations and enhance customer interactions.
• Continuously monitor and analyze customer feedback to identify areas for improvement and implement strategic initiatives.
• Ensure compliance with company policies and regulatory requirements in all back office operations.
• Provide regular reports and updates to senior management on the status of back office operations and complaint resolution efforts.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a back office or customer service role, with a proven track record in complaint resolution and process improvement.
• Strong leadership and mentoring skills, with the ability to guide and develop a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Proficiency in using CRM systems, data analytics platforms, and other relevant software tools.
• Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
• Knowledge of industry regulations and best practices in customer service and back office operations.
• Ability to work under pressure and meet tight deadlines in a fast-paced environment.

🛠️ Keahlian

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