E-Broking Operations Lead: Customer Experience & Analytics

RHB Banking Group; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

RHB Banking Group is seeking a dedicated customer service professional in Jakarta Pusat to provide advice to customers, communicate courteously by phone, email and chat, and solve complex issues escalated by support teams. The role involves maintaining clear records, shaping feedback procedures, and improving service quality.

The position also covers training staff, leading a team, staying updated with product manuals and online platforms, assisting customers through online account openings,

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 Banking Group is seeking a dedicated customer service professional in Jakarta Pusat to provide advice to customers, communicate courteously by phone, email and chat, and solve complex issues escalated by support teams. The role involves maintaining clear records, shaping feedback procedures, and improving service quality.

The position also covers training staff, leading a team, staying updated with product manuals and online platforms, assisting customers through online account openings,