Customer Experience Operation Manager

cermaticom· Business Operations
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📍 Central Jakarta📍 Central Jakarta, Jakarta, Indonesia📍 Jakarta📍 idFull time

About this role

Uraian Perusahaan

Indodana is a financial technology brand operated by PT Indodana Multi Finance, providing consumer financing solutions. Our vision is to improve the quality of life for Indonesians by providing easy and secure access to financing by leveraging technology to expand financial inclusion, particularly for underserved segments that lack access to traditional banking services. Our products include Indodana PayLater – A Buy Now, Pay Later service that allows users to shop at various partner merchants and pay in installments of up to 12 months without a credit card. The company is fully licensed and supervised by the Otoritas Jasa Keuangan (OJK)

Uraian Pekerjaan

Key Responsibilities

  • Team Leadership: Supervise, mentor, and motivate customer support staff to achieve service level agreements (SLAs) and performance targets.

  • Process Improvement: Design, implement, and refine customer support workflows, policies, and tools to enhance efficiency and customer experience.

  • Customer Interaction Oversight: Manage escalated customer cases, ensuring timely and satisfactory resolution.

  • Training & Development: Organize onboarding and ongoing training to improve product knowledge, soft skills, and problem-solving abilities of the support team.

  • Performance Management: Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS); prepare regular performance reports.

  • Cross-Functional Collaboration: Work closely with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.

  • Tools: Helpdesk, Telephony, Whatsapp and ticketing systems; ensure optimal use for tracking and resolving customer issues.

  • Customer Insights: Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.

  • Compliance: Analyze and resolve customer complaint sent to regulator

 

Kualifikasi

 

  • Bachelor’s degree in Business, Communications, or a related field

  • Minimum 15 years of experience in customer service, with at least 5 years in a managerial role.

  • Strong leadership, interpersonal, and conflict resolution skills.

  • Proficiency in customer service software.

  • Excellent communication skills in written and spoken form.

  • Analytical mindset with the ability to interpret service data and generate actionable insights.

  • Ability to work under pressure and manage high-volume service operations.

Informasi Tambahan

KPIs / Success Metrics

  • Customer Satisfaction Score (CSAT)

  • Net Promoter Score (NPS)

  • Average Response Time & Resolution Time

  • First Contact Resolution Rate

  • Employee Engagement & Retention Rate in Support Team

Frequently Asked Questions

Is the salary disclosed for the Customer Experience Operation Manager position at cermaticom?
The salary for this Customer Experience Operation Manager role at cermaticom is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Experience Operation Manager position at cermaticom located?
This Customer Experience Operation Manager role at cermaticom is based in Central Jakarta, Central Jakarta, Jakarta, Indonesia, Jakarta, id. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Experience Operation Manager role at cermaticom full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Experience Operation Manager role in the Business Operations department at cermaticom.
Which team or department does the Customer Experience Operation Manager at cermaticom belong to?
This Customer Experience Operation Manager position is part of the Business Operations department at cermaticom. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Experience Operation Manager position at cermaticom?
Click the "Apply Now" button on this page. You will be redirected to cermaticom's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Customer Experience Operation Manager job at cermaticom posted?
This Customer Experience Operation Manager position at cermaticom was posted on Mar 2, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Experience Operation Manager
cermaticom
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