Customer Service Officer, Operations (Direct Contract)

About the role

DBSI T&O is the central operations and technology unit supporting the bank's Institutional Banking and Consumer Banking operations, managing the Customer Centre and IT, and delivering service quality for Digibank and IBG/GTS. This direct-contract Customer Service Officer position is based at the Jakarta Head Office and is full-time.

Key responsibilities

• Perform call monitoring, transaction review, quality surveys, compliment validation and knowledge management in line with processes and procedures.
• Ensure escalations are handled properly and promptly so that corrective actions can be taken immediately by the responsible units.
• Provide data on quality measurement results for call centre performance reviews and improvement processes.
• Give feedback on processes or systems that could be simplified or improved for a better customer experience.

Required profile

• Degree holder.
• At least 1 year of experience in a contact centre or other client service role.

Required skills

• Good communication skills.
• Good time management and prioritisation skills.
• Problem-solving and decision-making skills.
• Ability to focus on details and validate information.