Complaint Handling Officer (CHO) - Perusahaan Gadai Milik Negara

Join Infomedia Nusantara as a Complaint Handling Officer (CHO) for a leading state-owned pawnshop company in Yogyakarta. This role is pivotal in ensuring customer satisfaction and maintaining the company's reputation through effective complaint resolution. You will be the first point of contact for customers with complaints, handling inquiries, and resolving issues promptly and professionally. Our company, a trusted name in the pawnshop industry, offers a dynamic and supportive work environment where your contributions will make a tangible impact.

As a CHO, you will work closely with various departments to ensure complaints are addressed efficiently. You will utilize our internal CRM system, which includes tools like Salesforce and Zendesk, to track and manage customer interactions. This role is perfect for someone who thrives in a customer-centric environment and is committed to delivering exceptional service.

Infomedia Nusantara is committed to fostering a culture of continuous learning and development. We provide regular training on customer service best practices and conflict resolution techniques. This is an excellent opportunity to grow your career in a reputable organization with a clear path for advancement.

📋 Tanggung Jawab Pekerjaan

• Act as the primary point of contact for customers with complaints, ensuring timely and professional resolution.
• Utilize CRM systems like Salesforce and Zendesk to track and manage customer interactions.
• Collaborate with various departments to address and resolve customer complaints efficiently.
• Document all complaints and follow-up actions in our internal system.
• Provide regular reports on complaint trends and resolution metrics to the management team.
• Train and mentor junior staff on complaint handling best practices.
• Ensure compliance with company policies and regulatory requirements.
• Continuously seek opportunities to improve customer satisfaction and service quality.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 2 years of experience in customer service or complaint handling roles.
• Proficient in using CRM systems like Salesforce and Zendesk.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work under pressure and meet tight deadlines.
• Familiarity with Indonesian language and culture.
• Certification in customer service or conflict resolution is a plus.

🛠️ Keahlian

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