Service Management Specialist (Mandarin Speaker)

CBI Credit Bureau Indonesia; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

CBI Credit Bureau Indonesia is looking for a Service Management Specialist (Mandarin Speaker) to join their team. The role involves providing technical support and onboarding assistance to SME users, ensuring high-quality user experience, and collaborating with the IT team to resolve issues. Candidates should have strong technical knowledge, experience in a support role, and proficiency in Mandarin and English.

Benefits

Professional Development Opportunities

Innovative Work Environment

Collaborative Culture

Qualifications

• At least 4 years in a technical helpdesk or support role.
• Mandarin is a must; Intermediate English is mandatory.
• Strong technical knowledge & experience with software applications.

Responsibilities

• Act as first-level support for SME users during onboarding.
• Serve as primary contact for external technical assistance.
• Document and track support inquiries using a ticketing system.

Skills

Technical Support

Problem Solving

Attention to Detail

Communication

Interpersonal Skills

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field

Tools

SQL

Data Visualization

Operating Systems Knowledge

Job description

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Who We Are

PT Kredit Biro Indonesia Jaya (Credit Bureau Indonesia, “CBI”) as one of the private credit bureaus in Indonesia has been established since 2014 and obtained an operational license from Otoritas Jasa Keuangan (OJK) as

Who We Are

PT Kredit Biro Indonesia Jaya (Credit Bureau Indonesia, “CBI”) as one of the private credit bureaus in Indonesia has been established since 2014 and obtained an operational license from Otoritas Jasa Keuangan (OJK) as Lembaga Pengelola Informasi Perkreditan (LPIP) in 2015.

In November 2021, after obtaining approval from OJK, CBI received additional capital from shareholders and appointed a new management team, which aims to provide new and leading-edge services and products. This new identity will also strengthen CBI's position as the "best-in-class, modern and innovative" credit bureau in Indonesia.

CBI is a trailblazer in the credit bureau industry, dedicated to fostering a culture of excellence and innovation. We believe in the power of a talented and diverse team to bring cutting-edge solutions to our clients and contribute to the overall success of the financial landscape in Indonesia.

Why Join Us

• Innovative Environment : Continuously investing in cutting-edge technologies, including the powerful realm of artificial intelligence, your role becomes a pivotal part of our journey into the dynamic and evolving landscape of financial services. Being part of our innovative environment is your gateway to an exciting and forward-thinking career
• Impactful Work : We offer more than just a job; we provide an opportunity to play a crucial role in shaping the financial future of individuals and businesses across the nation. As a licensed credit bureau, our commitment to accuracy, reliability, and timeliness sets the stage for impactful work
• Professional Development : We are committed to the growth of our employees. Join a team that encourages continuous learning and offers opportunities for career advancement.
• Collaborative Culture : Work in a collaborative and inclusive environment where your ideas are valued, and teamwork is key to achieving our goals.

Responsibilities

• Act as the first-level support to guide and assist SME users during the onboarding process.
• Serve as the primary point of contact for external users seeking technical assistance via email or ticketing systems.
• Provide technical support to resolve app and product-related issues on the SME platform.
• Respond promptly to customer requests for purchasing eKYB reports.
• Ensure a high-quality user experience by addressing inquiries efficiently.
• Document and track support inquiries using a ticketing system, ensuring timely follow-ups and resolutions.
• Collaborate with the IT team to escalate and resolve complex technical issues.
• Conduct user training sessions and develop user guides, documentation, and resources.
• Prepare operational reports, including revenue and OJK monthly reports, as well as ad-hoc reports for stakeholders.
• Coordinate with Finance for billing activities.

Qualifications

• At least 4 years of proven experience in a technical helpdesk or support role.
• Mandarin is a must
• Strong technical knowledge of software applications.
• SQL and data visualization proficiency.
• Familiarity with operating systems (Windows, macOS, Linux) and networking concepts.
• Excellent problem-solving abilities and keen attention to detail.
• Strong communication and interpersonal skills for effective user interaction.
• Ability to work under pressure and prioritize multiple tasks.
• Intermediate proficiency in English is mandatory; Mandarin is a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

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