Assistant Relationship Manager - Mandarin Speaker

PT Bank DBS Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Bank DBS Indonesia is seeking an Assistant Relationship Manager fluent in Mandarin to support corporate clients from Jakarta Head Office. You will respond to inquiries, maintain records, and ensure service delivery across call, email, and chat channels.

The role requires strong cross-cultural communication skills in Bahasa Indonesia, English, and Mandarin, strict adherence to data privacy, and collaboration with internal teams to sustain high customer satisfaction.

Qualifications

• Experience in corporate customer service environments (preferred).
• Ability to communicate clearly in Mandarin, Indonesian, and English.
• Strong data privacy and record-keeping practices.

Responsibilities

• Serve as the primary contact for corporate customers across channels (call, email, chat).
• Resolve inquiries and escalate complex issues to relevant teams.
• Maintain accurate customer records and ensure policy compliance.
• Collaborate with internal stakeholders to deliver seamless service.
• Meet quality metrics and uphold data privacy and security standards.

Skills

Mandarin fluency

Bahasa Indonesia fluency

English proficiency

Job description

Assistant Relationship Manager - Mandarin Speaker

• 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 elevate 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 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 elevate 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

Career Opportunities Bank DBS Indonesia is part of DBS Group, one of the largest financial services groups in Asia with dominant positions in consumer banking, treasury and markets, asset management, securities brokerage, equity and debt fund raising. With expansion of the Bank, we are looking for high caliber individuals to fill in the following position :

Career Opportunities Bank DBS Indonesia is part of DBS Group, one of the largest financial services groups in Asia with dominant positions in consumer banking, treasury and markets, asset management, securities brokerage, equity and debt fund raising. With expansion of the Bank, we are looking for high caliber individuals to fill in the following position :