Officer, Multi Skill Customer Service Officer, Operations

PT Bank DBS Indonesia; Jakarta Utara; On-site; IDR 111,600,000 - 178,560,000; Full time

Job summary

PT Bank DBS Indonesia is seeking an Officer, Multi Skill Customer Service Officer, Operations to join our Jakarta Head Office. You will operate in a Call Centre environment, handling retail customer queries, requests and complaints with professionalism.

The role requires strong communication, time management and problem-solving skills, plus at least 1 year in a contact centre or customer service setting. A Bachelor’s degree is required and risk/documentation training will be provided.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 1 year of experience in a contact centre or customer service role.
• Strong communication skills, both verbal and written.
• Good time management and ability to prioritize tasks.
• Detail-oriented with accuracy in reviewing information.
• Able to handle retail customer queries, requests and complaints.

Responsibilities

• Work on scheduled shift in a Call Centre environment.
• Manage, monitor and follow up on retail customer requests and complaints; ensure response within TAT.
• Achieve prescribed KPIs for Customer Service Officers.
• Maintain risk management and proper documentation.
• Uphold professional standards of behavior in interactions with customers and staff.
• Handle incoming calls for retail customer queries and complaints through DBSI channels efficiently, politely and professionally.

Skills

Verbal communication

Written communication

Time management

Problem solving

Attention to detail

Customer service

Education

Bachelor's degree

Job description

Officer, Multi Skill Customer Service Officer, Operations

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

• To be able to work on scheduled shift, if required, in a Call Centre environment.
• Manage, monitor and follow up on retail customer requests and complaints and ensure responded and resolved within TAT.
• Achieve Customer Service Officer’s prescribed Key Performance Indicator (KPIs).
• Ensure all tasks under his/her responsibility are carried out with proper risk management, ensuring proper and complete documentation
• To adhere to professional standards of behavior & conduct in dealing with customers and staff.
• Handling incoming calls for retail customer queries, request and complaint through DBSI Customer Centre channels efficiently, politely and professionally.

Requirements

• Strong verbal and written communication skills
• Effective time management with the ability to prioritize tasks efficiently
• Sound problem-solving and decision-making capabilities
• High attention to detail with strong accuracy in reviewing and validating information
• Bachelor's degree in any discipline
• Minimum 1 year of experience in a Contact Centre environment or a customer/client service-related role

Location: Jakarta Head Office