job description
Join Filinvest Alabang, Inc. as a Client and Account Recovery Lead in the vibrant heart of Bali! This is a unique opportunity to lead high-impact customer service operations while enjoying the tropical work-life balance of Canggu, Ubud, or Denpasar.
In this dynamic role, you will oversee daily customer workflows, including call volume management and in-person client interactions, ensuring every service request receives timely, accurate, and satisfactory resolutions. Your leadership will drive operational excellence, enhance client retention, and contribute to the company’s reputation for exceptional service.
Ideal for professionals with a passion for customer success, conflict resolution, and team leadership, this position offers a competitive salary, career growth, and the chance to work in one of Southeast Asia’s most sought-after destinations.
Responsibility
- Lead and supervise a team of customer service representatives to ensure high-quality client interactions.
- Monitor and optimize daily workflows, including call volumes, in-person visits, and digital inquiries.
- Develop and implement strategies to improve account recovery rates and client satisfaction.
- Resolve escalated customer issues with professionalism and efficiency.
- Analyze performance metrics and provide actionable insights to enhance service delivery.
- Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
- Train and mentor staff on best practices in customer service and conflict resolution.
- Ensure compliance with company policies and industry regulations in all client interactions.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in customer service, account management, or recovery operations, with at least 2 years in a leadership role.
- Proven track record of improving customer satisfaction and recovery rates.
- Excellent communication, negotiation, and problem-solving skills.
- Strong analytical abilities to interpret data and drive decision-making.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Fluency in English; additional languages (e.g., Indonesian, Tagalog) are a plus.