Direct Contract, Customer Service Officer, Operations

China, Beijing Branch; Jakarta Pusat; On-site; IDR 60,000,000 - 100,000,000; Full time

Job summary

DBSI T&O is the backbone that supports the bank as the central of operations and technology. Based at Jakarta Head Office, the role focuses on QA for contact center operations, ensuring timely validation, escalation, and continuous improvement for customer experience.

Ideal candidates hold a degree, have at least 1 year in a contact centre or client service role, and demonstrate strong communication and problem-solving skills. This is a fixed-term, full-time position located in Jakarta.

Qualifications

• Good communication skills.
• Good time management and prioritization skills.
• Problem solving and decision making skills.
• Ability to focus on details and validation of information.
• Degree holder.

Responsibilities

• Perform call monitoring, transaction review, quality survey, compliment validation and knowledge management in timely manner and appropriately as per process & procedure.
• 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.
• Provide data of result quality measurement activities for call center operations performance review and other improvement process.
• Giving any input/feedback if any process or system should be simplified or improved for better customer experience

Skills

Communication

Time management

Problem solving

Attention to detail

Call center experience

Education

Bachelor's degree

Job description

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:

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

Requirements:

• Good communication skills
• 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

Location:

Jakarta Head Office

Schedule:

Contract (Fixed Term)

Employee Status:

Full time