Introduction
We are seeking a motivated Customer Care Experience Specialist to join our fast‑growing digital banking team in Yogyakarta. This role is pivotal in delivering seamless, high‑quality support to our customers across multiple channels, ensuring every interaction reflects our commitment to excellence and innovation. The ideal candidate will thrive in a dynamic, 24‑hour environment, possess a strong analytical mindset, and demonstrate exceptional communication skills.
Responsibilities
- Respond promptly to inbound customer inquiries via phone, email, live chat, and social media platforms, maintaining a professional and courteous tone.
- Diagnose and resolve technical issues related to digital banking applications, ensuring minimal downtime and high customer satisfaction.
- Conduct thorough investigations of complex cases, coordinate with product, technical, and fraud teams, and follow up until resolution.
- Document all interactions accurately in the CRM system, updating knowledge‑base articles and standard operating procedures as needed.
- Monitor and analyze customer feedback trends to identify opportunities for service improvement and product enhancements.
- Participate in shift rotations (including nights and weekends) to provide 24‑hour coverage, adhering to scheduled work hours of 08:00‑17:00 on a rotating basis.
- Assist in onboarding and training new team members, sharing best practices and fostering a collaborative culture.
- Maintain compliance with regulatory standards and internal policies, especially regarding data privacy and security.
Requirements
- Minimum Bachelor’s degree (S1) in any discipline; a background in finance, business, or communications is a plus.
- At least 1 year of proven experience in customer service, contact center, or digital banking environments.
- Professional appearance and strong verbal & written communication skills in Bahasa Indonesia and English.
- Demonstrated problem‑solving and analytical abilities, with a focus on delivering effective solutions.
- Familiarity with digital platforms, social media channels, and mobile banking applications.
- Possession of a valid reference letter (paklaring) from previous employment.
- Willingness to work flexible shifts, including nights and weekends, to support 24‑hour operations.
- Key soft skills: empathy, active listening, resilience under pressure, and a proactive attitude toward continuous learning.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, public holidays, and additional leave for professional development.
- Opportunities for career advancement within a rapidly expanding digital banking group.
- Access to regular training programs, certifications, and mentorship.
- Employee assistance program and wellness initiatives to support work‑life balance.
- Modern office environment equipped with the latest collaboration tools.
About Company
Our company is a leading digital‑first banking institution in Indonesia, dedicated to redefining financial services through technology‑driven solutions. With a strong presence across major cities, we serve millions of customers who rely on our secure, intuitive, and innovative platforms for everyday banking needs. We foster a culture of agility, inclusivity, and continuous improvement, encouraging every team member to contribute ideas that shape the future of finance. Join us and become part of a forward‑thinking organization where your impact is recognized and your career can flourish.
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