Assistant Relationship Manager - Mandarin Speaker

DBS Bank Ltd; Jakarta Pusat; On-site; IDR 55,800,000 - 100,440,000; Full time

Job summary

DBS Bank Ltd is seeking a dedicated Customer Service professional to serve as the primary contact for corporate customers at our Jakarta Head Office. You will resolve inquiries via call, email, and chat, maintain records, and ensure data privacy while collaborating with internal teams to deliver high-quality service.

Ideal candidates will be fluent in Bahasa Indonesia, English, and Mandarin, with a strong commitment to accuracy, customer satisfaction, and continuous improvement through training

Qualifications

• Handle customer inquiries and issues across multiple channels to maintain satisfaction.
• Adhere to data privacy and security policies in all interactions and record-keeping.
• Collaborate with internal teams to ensure accurate information and efficient resolution.

Responsibilities

• Resolve customer inquiries and issues via call, email, and chat.
• Maintain accurate customer records and update databases as needed.
• Escalate complex matters to appropriate teams and track resolutions.
• Meet quality metrics and response time targets while ensuring customer satisfaction.
• Engage in ongoing training and utilize knowledge bases for consistency.

Skills

Customer service

Multichannel support

Data privacy

Language skills

Job description

Job Purpose :• Serve as the primary point of contact for corporate customers, effectively resolving inquiries, issues, and requests across various channels while ensuring high levels of satisfaction.• Adhere to established operational procedures, maintain accurate customer records, and ensure compliance with all relevant policies, including data security and escalation protocols.Principle Accountability :•Resolve customer inquiries and issues efficiently and effectively via call, email, and chat channels.•Fulfil customer requests and escalate complex matters to appropriate support teams when necessary.•Conduct thorough analysis and investigation as part of the customer resolution process.•Maintain and update customer databases with accurate and relevant information.•Liaise and collaborate with internal stakeholders, including support teams, to ensure seamless customer service delivery.•Consistently meet and exceed established quality assurance and customer service metrics, ensuring a high level of customer satisfaction in all interactions. This includes adhering to call handling procedures, response times, and communication protocols.•Proactively engage in ongoing training and professional development to stay updated on product knowledge, service offerings, and company policies. Actively contribute to and utilize knowledge base resources to ensure consistent and accurate information delivery.•Strictly adhere to data privacy and security protocols, ensuring the confidentiality and protection of sensitive customer information in all communications and record-keeping.•Effectively manage workload and prioritize tasks to ensure timely resolution of customer inquiries and requests, contributing to overall contact center efficiency.• Demonstrates proficiency in Bahasa Indonesia, English, and Mandarin to effectively support and engage with customersLocation:Jakarta Head OfficeJob:Customer ServiceSchedule:RegularEmployee Status:Full time