Direct Contract, Knowledge Management Specialist

300005 Chief Executive's Office_00002555; Indonesia; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A prominent banking institution in Indonesia is looking for a Knowledge Management Specialist. This position involves maintaining the knowledge management system for the Customer Centre, ensuring that all customer service requests meet agreed service level agreements (SLAs). The ideal candidate will possess strong time management, problem-solving skills, and at least one year of experience in a contact centre or client service related role. A degree is required for this role.

Qualifications

• 1+ year experience in a Contact Centre or client service role.

Responsibilities

• Maintain and manage the knowledge management system.
• Ensure requests meet agreed SLAs.
• Monitor and track performance metrics.

Skills

Good time management

Problem solving

Attention to detail

Education

Degree holder

Job description

Job Description - Direct Contract, Knowledge Management Specialist (WD72192)

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

Maintain Knowledge Management System for Customer Centre:

• Regularly update and manage the customer centre’s knowledge management system to ensure it contains accurate, relevant, and up-to-date information.
• Organize and categorize knowledge articles, FAQs, guides, and other resources for easy access by customer centre agents and users.
• Monitor the system for any gaps or outdated information and promptly take corrective action.
• Coordinate with subject matter experts and teams to ensure the knowledge base reflects the latest product updates, policies, and procedures.
• Ensure the knowledge management system is user‑friendly and accessible to all relevant stakeholders.

Ensure Fulfillment of All Requests Meet Agreed SLA:

• Monitor and track all customer service requests to ensure they are processed within the agreed Service Level Agreements (SLAs).
• Collaborate with relevant teams to elevate or address any delays or issues preventing SLA compliance.
• Generate reports on SLA performance and identify trends or areas of improvement.
• Work closely with customer support staff to ensure timely and accurate responses to all incoming requests, queries, and issues.
• Regularly assess request management workflows and propose improvements for greater efficiency and better service delivery

Requirements

• Good time management and prioritisation 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