Introduction
We are seeking a dedicated Customer Relations Service Representative to join our dynamic team. This position serves as the frontline liaison between our organization and its valued clients, ensuring every interaction is handled with professionalism, accuracy, and empathy. The successful candidate will thrive in a fast‑paced environment, balancing administrative precision with excellent communication skills to support our customers in the financial services and insurance sectors.
Responsibilities
- Handle inbound and outbound calls, emails, and live chat inquiries from customers, providing clear and courteous information about products, policies, and services.
- Maintain accurate customer records by entering data into the company’s CRM system, ensuring completeness and compliance with data‑privacy regulations.
- Process routine transactions such as policy updates, payment confirmations, and document requests while adhering to established SOPs and SLA timelines.
- Manage and organize both physical and digital documents, performing filing, scanning, and archiving tasks to keep the information repository up‑to‑date.
- Track and log all customer interactions, updating status notes and escalation pathways in real time.
- Identify and resolve minor complaints, escalating complex issues to senior support or specialist teams as needed.
- Collaborate with cross‑functional teams—including sales, underwriting, and IT—to ensure seamless service delivery and resolve any operational bottlenecks.
- Participate in regular training sessions, staying current on product knowledge, regulatory changes, and best practices in customer service.
- Contribute ideas for process improvements, helping to refine workflows and enhance overall customer satisfaction.
Requirements
- Education: Minimum Bachelor’s degree (S1) in any discipline.
- Experience: At least 1 year of experience in customer service, call center, front‑line support, or administrative roles, preferably within financial services, insurance, or outsourcing environments.
- Administrative Skills: Proficient in document archiving (physical & digital), accurate data entry, and maintaining organized logs and status reports.
- Technical Proficiency: Strong working knowledge of Microsoft Office Suite (Excel, Word, Outlook) and familiarity with internal ticketing or CRM systems.
- Communication Abilities: Excellent verbal and written communication in Bahasa Indonesia and English; ability to convey information clearly, politely, and professionally.
- Personal Traits: Detail‑oriented, multitasking, capable of following SOPs and SLA requirements, and comfortable working both independently and as part of a team.
- Customer‑Oriented Mindset: Demonstrated passion for delivering exceptional service and resolving client issues efficiently.
- Other: Open to candidates of any gender; age limit up to 35 years; willingness to work Monday‑Friday, 08:00‑17:00.
Benefits
- Competitive base salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, public holidays, and additional sick leave.
- Professional development programs, including certification courses and workshops.
- Opportunities for career advancement within a growing financial services organization.
- Modern office environment equipped with ergonomic workstations and collaborative spaces.
- Employee assistance program offering counseling and wellness resources.
- Transportation allowance or reimbursement for commuting expenses.
About Company
Our company is a leading provider of financial solutions, offering a broad portfolio that includes insurance, investment products, and tailored advisory services. With a commitment to innovation, transparency, and customer empowerment, we have built a reputation for reliability and excellence across the market. Our culture emphasizes continuous learning, teamwork, and a customer‑first philosophy, enabling employees to grow professionally while making a meaningful impact on the lives of our clients.
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