Direct Contract, Customer Service Officer, Operations

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)

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

Job:

Schedule:

Contract (Fixed Term)

Employee Status:

Full time