Assistant Relationship Manager - Mandarin Speaker

China, Beijing Branch; Jakarta Pusat; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Unknown Jakarta Office is seeking a Customer Service professional to act as the primary contact for corporate customers across call, email, and chat, resolving inquiries with high satisfaction. The role requires fluency in Bahasa Indonesia, English, and Mandarin, strict adherence to data privacy, and collaboration with internal teams to uphold quality metrics and maintain accurate customer records.

Regular schedule, full-time status, and ongoing training ensure up-to-date product knowledge and

Responsibilities

• Resolve customer inquiries and issues 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 information.
• Liaise and collaborate with internal stakeholders to ensure seamless customer service delivery.
• Meet and exceed established quality assurance and customer service metrics, including call handling, response times, and protocols.
• Pursue ongoing training and contribute to knowledge base resources for accurate information delivery.
• Strictly adhere to data privacy and security protocols to protect sensitive information.
• Effectively manage workload and prioritize tasks to resolve inquiries in a timely manner.
• Demonstrates proficiency in Bahasa Indonesia, English, and Mandarin to support customers.

Skills

Bahasa Indonesia

English

Mandarin

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 customers

Location:

Jakarta Head Office

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time