Officer, Business Care, Customer Service Hub

DBS Bank Ltd; Jakarta Pusat; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

DBS Bank Ltd in Jakarta Head Office is seeking a Customer Service professional to serve as the primary contact for corporate customers, resolving inquiries, issues, and requests across channels while maintaining high levels of satisfaction and strict data privacy. You will adhere to procedures, maintain accurate customer records, and collaborate with internal teams to ensure smooth service delivery.

The role emphasizes quality metrics, training, and timely resolutions through call, email, and

Responsibilities

• Resolve customer inquiries and issues efficiently via call, email, and chat channels.
• Adhere to established operational procedures, maintain accurate customer records, and ensure policy compliance.
• Liaise with internal stakeholders to ensure seamless customer service delivery.
• Maintain and update customer databases with accurate information.
• Meet and aim to exceed quality assurance and customer service metrics.
• Engage in ongoing training to stay updated on product knowledge and policies.
• Adhere to data privacy and security protocols in all communications and records.
• Prioritize tasks effectively to ensure timely resolution of customer inquiries.

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).

Job Description

• Serve as the primary point of contact for corporate customers, effectively resolving inquiries, issues, and requests across various channels while ensuring high levels of satisfaction.
• Adhere to established operational procedures, maintain accurate customer records, and ensure compliance with all relevant policies, including data security and escalation protocols.

Principle Accountability

1. Resolve customer inquiries and issues efficiently and effectively via call, email, and chat channels.
2. Fulfil customer requests and
3. Conduct thorough analysis and investigation as part of the customer resolution process.
4. Maintain and update customer databases with accurate and relevant information.
5. Liaise and collaborate with internal stakeholders, including support teams, to ensure seamless customer service delivery.
6. Consistently meet and exceed established quality assurance and customer service metrics, ensuring a high level of customer satisfaction in all interactions. This includes adhering to call handling procedures, response times, and communication protocols.
7. Proactively engage in ongoing training and professional development to stay updated on product knowledge, service offerings, and company policies. Actively contribute to and utilize knowledge base resources to ensure consistent and accurate information delivery.
8. Strictly adhere to data privacy and security protocols, ensuring the confidentiality and protection of sensitive customer information in all communications and record-keeping.
9. Effectively manage workload and prioritize tasks to ensure timely resolution of customer inquiries and requests, contributing to overall contact center efficiency.

Location: Jakarta Head Office Job: Customer Service Schedule: Regular Employee Status: Full time

DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.