Moladin is Indonesia's leading mobility fintech platform with end to end financing solutions for all players in the used car and EV ecosystem. Moladin empowers its rapidly growing network of more than 26,000 active used car agents and dealer MSMEs, and provides used car consumers with better financing access through digitized loan underwriting. This is supported by its strong used car capabilities with branches and warehouses covering more than 100 cities, industry-leading AI / IoT and partnerships with all top auto financing companies across Indonesia, and also through its OJK-regulated multi-finance company PT Moladin Finance Indonesia. Moladin's vision is to be a positive driving force in the physical and social mobility of all the people it touches ("Mobility for all").
We are seeking a dynamic and experienced Customer Experience Supervisor to join our team. The Customer Experience Supervisor will play a pivotal role in ensuring the highest standards of service delivery to our valued customers and dealers. This individual will be responsible for overseeing the Customer Service Team, managing escalations, collaborating with various departments, and maintaining overall team performance.
**Responsibilities**:
Ensure efficiency, effectiveness, and excellence in service delivery.
Handle escalated customer inquiries and complaints promptly and professionally, seeking resolution in a timely manner.
Collaborate closely with cross-functional teams such as Product, Operations Planning, Business Team, and others to address customer issues and improve processes.
Develop and implement strategies to enhance the overall customer experience and satisfaction.
Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for improvement.
Provide regular coaching, feedback, and training to team members to foster their professional growth and development.
Establish and maintain strong relationships with internal stakeholders to facilitate seamless communication and collaboration.
Conduct regular performance evaluations and performance management activities for team members.
Stay updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.
At least 3 years of experience in the Customer Service industry.
At least 1 year of experience as a Team Leader, Supervisor, or equivalent position.
Experience in the Financing Business sector is highly desirable.
Knowledge about OJK (Otoritas Jasa Keuangan) Regulations is a must.
Proven experience in handling escalations and resolving customer issues effectively.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.
Strong problem-solving skills and the ability to think critically and strategically.
Demonstrated ability to lead, motivate, and develop a team of customer service professionals.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Exceptional organizational skills and attention to detail.
Commitment to delivering outstanding customer experiences and driving customer satisfaction.