Direct Contract, Customer Service Officer, Operations

DBS; Indonesia; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading financial institution in Indonesia seeks a Customer Service Officer to enhance operational efficiency within their contact center. The successful candidate will monitor calls, conduct quality surveys, and provide actionable feedback for improvement. Applicants should have a degree and at least one year of experience in customer service. This position aims to ensure the best customer experience while adhering to established procedures.

Qualifications

• Minimum of 1 year of experience in a Contact Centre environment or other client service related occupation.

Responsibilities

• Perform call monitoring and quality surveys as per process and procedure.
• Ensure timely escalation for any issues found.
• Provide data for performance review of call center operations.
• Suggest improvements for better customer experience.

Skills

Good time management and prioritization skills

Problem solving and decision making skills

Ability to focus on details and validation of information

Education

Degree holder

Job description

Direct Contract, Customer Service Officer, Operations (WD80312)

Business Function: DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W)

Responsibilities:

1. Perform call monitoring, transaction review, quality survey, compliment validation and knowledge management in timely manner and appropriately as per process & procedure.
2. To ensure escalation is performed properly and in timely manner for any finding, issue, and improper process found, so the corrective action could be performed immediately by respective unit.
4. Provide data of result quality measurement activities for call center operations performance review and other improvement process.
5. Giving any input/feedback if any process or system should be simplified or improved for better customer experience

Requirements:

• Good time management and prioritization skills
• Problem solving and decision making skills
• Ability to focus on details and validation of information
• Degree holder
• At least 1 year of experience in a Contact Centre environment or other client service related occupation