Multilingual Corporate Customer Care Analyst

DBS Bank; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

DBS Bank Jakarta Head Office is seeking a Customer Service professional to be the primary contact for corporate customers, resolving inquiries across phone, email, and chat while maintaining high satisfaction.

You will update databases, collaborate with internal teams, meet quality metrics, and participate in ongoing training to stay current with products and policies. The role requires fluency in Indonesian and English, with additional Chinese language support.

Responsibilities

• Resolve customer inquiries and issues efficiently and effectively via call, email, and chat channels.
• Fulfil customer requests and elevate complex matters to appropriate support teams when necessary.
• Conduct thorough analysis and investigation as part of a customer resolution process.
• Maintain and update customer databases with accurate and relevant information.
• Liaise and collaborate with internal stakeholders, including support teams, to ensure seamless customer service delivery.
• Consistently meet and exceed established quality assurance and customer service metrics, ensuring a high level of customer satisfaction in all interactions, including adhering to call handling procedures, response times, and communication protocols.
• Proactively engage in ongoing training and professional development to stay updated on product knowledge, service offerings, and company policies; actively contribute to and use knowledge base resources to ensure consistent and accurate information delivery.
• Strictly adhere to data privacy and security protocols, ensuring confidentiality and protection of sensitive customer information in all communications and record-keeping.
• Effectively manage workload and prioritize tasks to ensure timely resolution of customer inquiries and requests, contributing to overall contact center efficiency.
• Support customers in Indonesian, English, and Chinese languages.

Job description

DBS Bank Jakarta Head Office is seeking a Customer Service professional to be the primary contact for corporate customers, resolving inquiries across phone, email, and chat while maintaining high satisfaction.

You will update databases, collaborate with internal teams, meet quality metrics, and participate in ongoing training to stay current with products and policies. The role requires fluency in Indonesian and English, with additional Chinese language support.