Introduction
We are seeking a dynamic and customer‑focused individual to join our banking team in Yogyakarta as a Customer Care Representative. This role serves as the front line of communication between our valued clients and the bank, ensuring that every interaction is handled with professionalism, empathy, and efficiency. The successful candidate will operate in a fast‑paced environment, supporting both routine inquiries and complex service requests while upholding the high standards of the banking industry.
Responsibilities
- Respond promptly to inbound calls, emails, and chat messages from customers regarding account information, transaction queries, and product details.
- Assist customers in navigating online banking platforms, mobile applications, and self‑service tools.
- Identify and resolve service issues, escalating escalated or high‑risk cases to senior specialists when necessary.
- Maintain accurate records of all customer interactions in the CRM system, ensuring compliance with data‑privacy regulations.
- Provide clear explanations of bank policies, fees, and regulatory requirements to help customers make informed decisions.
- Collaborate with cross‑functional teams such as fraud detection, loan processing, and IT support to deliver seamless service.
- Participate in regular training sessions to stay updated on new products, regulatory changes, and best‑practice customer service techniques.
- Contribute ideas for process improvements and help develop knowledge‑base articles for common inquiries.
- Adhere to scheduled shift patterns, including early mornings, evenings, and occasional weekend coverage, to meet the bank’s 24/7 service commitment.
Requirements
- Minimum education: Diploma (D3) or Bachelor’s degree (S1) in any field; fresh graduates are welcome.
- Strong command of Microsoft Office (Word, Excel, PowerPoint) and basic computer literacy.
- Excellent verbal and written communication skills in Bahasa Indonesia; proficiency in English is a plus.
- Demonstrated ability to speak clearly, listen actively, and convey information in a friendly, concise manner.
- Customer‑service orientation with a proven track record of handling inquiries politely and efficiently.
- Ability to work flexible shifts, including occasional night or weekend schedules.
- High level of integrity, confidentiality, and commitment to regulatory compliance.
- Strong problem‑solving aptitude, with the capacity to remain calm under pressure.
Benefits
- Competitive fixed salary with regular performance‑based reviews.
- Clear career progression path within the banking sector, including opportunities for promotion to senior customer service or supervisory roles.
- Comprehensive health coverage through BPJS Kesehatan.
- Employment security benefits via BPJS Ketenagakerjaan.
- Standard work week: Monday – Friday, 08:00 – 17:00, with additional shift allowances for non‑standard hours.
- Professional development programs, including certification courses and internal workshops.
- Employee assistance programs and wellness initiatives to support work‑life balance.
About Company
Our client is a leading financial institution in Indonesia, known for its commitment to innovation, reliability, and community development. With a robust network of branches across the archipelago, the bank offers a full suite of services ranging from retail banking and micro‑finance to corporate lending and digital payments. The organization invests heavily in technology, ensuring that both customers and employees benefit from cutting‑edge platforms that streamline transactions and enhance security. By joining the team, you will become part of a culture that values continuous learning, ethical conduct, and a customer‑centric mindset, contributing to the bank’s mission of empowering individuals and businesses throughout the region.
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