Introduction
The Bank Milik Negara branch in Semarang is seeking energetic and customer‑focused individuals to join its Agent Contact Center team. This role is a frontline position that interacts with the bank’s retail customers via telephone, providing accurate information, handling inquiries, and resolving complaints in line with the bank’s Standard Operating Procedures (SOP). The position operates on a 24‑hour rotating shift schedule, offering flexible work hours from Monday through Sunday.
Responsibilities
- Deliver product and service information to customers over the phone, ensuring compliance with the bank’s SOPs.
- Listen attentively to customer concerns, document each interaction, and apply effective complaint‑handling techniques.
- Provide timely and appropriate solutions, escalating complex issues to the relevant department when necessary.
- Maintain a courteous, friendly, and professional demeanor in every customer interaction to promote “Pelayanan Prima” (excellent service).
- Accurately input customer data and issue details into the Customer Relationship Management (CRM) system and Microsoft Office tools.
- Educate callers on banking policies, terms, and conditions, helping them understand their rights and responsibilities.
- Adhere to all internal processes, quality standards, and performance metrics set by the contact center management.
- Participate in regular training sessions, team meetings, and performance reviews to continuously improve service quality.
- Assist in generating reports on call volumes, resolution rates, and customer satisfaction scores.
Requirements
- Minimum education: Diploma III (D3) or higher in any discipline.
- Prior experience (at least 0 years) in a banking call‑center environment is preferred.
- Clear, articulate voice with excellent pronunciation in Bahasa Indonesia.
- Strong listening skills and proven ability to handle complaints effectively.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint) and standard CRM applications.
- Demonstrated dedication to serving customers and a willingness to work rotating shifts.
- Gender: Open to all genders.
- Age: No upper age limit; candidates of any age may apply.
- Ability to work under pressure, meet performance targets, and maintain a positive attitude.
Benefits
- Competitive salary with shift differentials for night and weekend work.
- Comprehensive health and life insurance coverage.
- Professional development programs, including certification courses in customer service and banking operations.
- Performance‑based bonuses and recognition awards.
- Paid leave, including annual, sick, and maternity/paternity leave.
- Access to the bank’s employee assistance program and wellness initiatives.
- Opportunities for career advancement within the bank’s extensive network of branches.
About Company
Bank Milik Negara (BMN) is a state‑owned financial institution that has been serving the Indonesian market for over three decades. With a strong presence in Semarang, the bank focuses on delivering reliable banking products, fostering financial inclusion, and supporting regional economic growth. BMN prides itself on a culture of integrity, innovation, and customer‑centric service. By joining the contact center, you become part of a dedicated team that plays a vital role in maintaining the bank’s reputation for excellence and trust among its millions of customers.
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