E-Broking Operations & Customer Experience Manager

RHB Group; Jakarta Pusat; On-site; IDR 60,000,000 - 100,000,000; Full time

Job summary

RHB Group in Jakarta is seeking a customer service leader to advise both internal and external clients and to guide a team in delivering high-quality service. You will communicate effectively via phone, email, and chat platforms, address and resolve complex issues, and ensure records are meticulously kept.

You will also drive customer feedback loops, develop SOPs, train staff, oversee online account onboarding, review agreements, provide business analytics, and work with other departments to

Responsibilities

• Provide advice to internal and external customer.
• Communicate courteously with customers by telephone and / or email / Chat platform
• Investigate and solve customers’ problems that have been passed on by customer service support, due to it’s complex or long-standing nature.
• Keep accurate records of discussions or correspondence with customers.
• Develop feedback or complaints procedures, for example by conducting customer satisfaction survey.
• Improve customer service quality and operational efficiency by setting standard operating procedures and policies.
• Train staff to deliver a high standard of customer service.
• Lead and supervise a team of customer service support.
• Learn about the company’s product manuals, online platform and keeping up to date with changes.
• Support the customer in the step by step process of opening online account.
• Ensure all relevant business agreement is reviewed and /or renewed before due.
• Provide Business Analytics
• Increase staff productivity to increase efficiency to profitability
• Ensure, maintain and enforce a proper supervisory program and competent system of internal controls.
• Plan and organize the staff of the department to establish work priorities and review the performance thereof
• Liaise with other related departments in preparing the all necessary documents to ensure it comply with company regulation.

Job description

RHB Group in Jakarta is seeking a customer service leader to advise both internal and external clients and to guide a team in delivering high-quality service. You will communicate effectively via phone, email, and chat platforms, address and resolve complex issues, and ensure records are meticulously kept.

You will also drive customer feedback loops, develop SOPs, train staff, oversee online account onboarding, review agreements, provide business analytics, and work with other departments to