Introduction
We are a leading financial institution in Indonesia, committed to delivering superior banking services to millions of customers across the nation. To sustain our high‑touch service model, we are expanding our Customer Interaction team in South Jakarta. We are looking for enthusiastic, detail‑oriented individuals to join us as Staff Customer Interaction (Voice). This role is pivotal in ensuring that every inbound call is handled with professionalism, accuracy, and a genuine commitment to customer satisfaction.
Responsibilities
- Answer inbound calls from retail and corporate customers promptly, adhering to agreed Service Level Agreements (SLAs).
- Provide clear, concise information about the bank’s products and services, including savings accounts, loan products, digital banking solutions, and promotional offers.
- Verify caller identity using KYC (Know Your Customer) protocols and accurately input data into the core banking system.
- Address customer inquiries, resolve complaints, and troubleshoot issues while maintaining a calm and courteous demeanor.
- Follow up on pending requests or escalations in line with the bank’s Standard Operating Procedures (SOPs).
- Document each interaction in the CRM system, ensuring that call notes are complete and actionable.
- Collaborate with other departments—such as fraud, compliance, and product specialists—to provide seamless service.
- Participate in regular training sessions and quality monitoring to continuously improve call handling skills.
- Contribute to team performance metrics, including average handling time, first‑call resolution, and customer satisfaction scores.
Requirements
- Education: Minimum D3/D4 (Associate degree) or S1; GPA ≥ 2.50 for university graduates.
- Age: Up to 35 years old.
- Gender: Open to all genders; candidates must be unmarried.
- Experience: At least 1 year of experience in a contact centre, call‑center, or customer service environment, preferably within the banking or financial services sector.
- Communication: Excellent verbal Indonesian with clear diction, no noticeable speech impediments or strong regional accents; fluency in English is a plus.
- Technical Skills: Proficient in computer operations, typing speed of at least 40 wpm, and familiar with CRM or banking software.
- Soft Skills: Strong multitasking ability, problem‑solving mindset, analytical thinking, probing techniques, and the capacity to remain calm under pressure.
- Physical & Behavioral: Good health, professional appearance (office‑look attire), and a respectful, courteous attitude toward customers and colleagues.
- Availability: Willingness to work shift schedules, standard office hours, overtime, and comply with the contractual requirement of not becoming pregnant during the contract period.
Benefits
- Competitive base salary aligned with Jakarta’s Minimum Wage (UMP) standards.
- Statutory benefits: BPJS Kesehatan (Health) and BPJS Ketenagakerjaan (Employment) coverage.
- Overtime allowance and shift‑differential premiums.
- Performance‑based commissions and bonuses tied to individual and team targets.
- Opportunities for career advancement within a reputable banking group.
- Professional development programs, including certification courses and language training.
- Employee assistance program and wellness initiatives.
About Company
Our bank has been a cornerstone of Indonesia’s financial landscape for over three decades, offering a full suite of banking products ranging from retail deposits to corporate financing and digital banking platforms. With a network of more than 500 branches and a robust online presence, we serve both urban and rural communities, fostering financial inclusion and economic growth. Our corporate culture emphasizes integrity, innovation, and a customer‑first philosophy. Joining our team means becoming part of a dynamic environment where technology, compliance, and human interaction converge to create exceptional banking experiences.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now