Officer Complaint Handling

HSBC (Indonesia) (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Opening up a world of opportunity for our customers, investors, ourselves and the planet. We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers. HSBC is listed on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

About this position

We are currently seeking an experienced professional to join this team in the role of Officer Complaint Handling, focusing on managing customer complaints and improving customer experience.

Responsibilities

• Complaint Handling:
Effectively and efficiently manage customer complaint by ensuring complaint are logged, investigated and resolved properly as per internal and regulator’s requirement
• Identify Gaps and Improvement for customer journey:
Identify customer pain points and improvement insights to be shared with related stakeholders for assessment and execution to deliver enhanced customer experience
• Process Design
Working together with stakeholders to improve current process that is broken/ineffective which impacting customer’s experience and satisfaction

Requirements

• Indonesia Citizen only
• Bachelor’s degree
• 3-4 years experience in banking with focus on customer/complaint management
• Strong knowledge of banking industry related the product and channel
• Collaboration with cross function related unit
• Good communication (oral and written) and customer handling skills