Agent CC English Yogyakarta & Semarang

Job Description

1. Provide and receive information, as well as handle customer inquiries and complaints through various available communication channels, including but not limited to phone, email, chat, WhatsApp, and the company's social media platforms (e.g., X/Twitter, Facebook, Flickr, YouTube, Instagram, and Flipboard).

2. Deliver excellent service (service excellence) and build positive, long-lasting relationships with customers.

3. Maintain end-to-end responsibility and ownership for service resolution.

4. Implement and uphold customer service policies and standards.

5. Educate customers regarding the company's policies and procedures effectively.

6. Record, identify, and resolve customer issues accurately and efficiently.

7. Ensure accurate and timely data entry regarding customer information and inquiries into the system.

8. Perform outbound calls when necessary to inform stakeholders of policy updates or company programs.

9. Maintain and update all service logs and interaction records in the CRM system.

Job Requirement

1. Male / Female.

2. Minimum Diploma degree (D3); Bachelors degree (S1) in any major is preferred.

3. Fresh graduates or candidates with experience in a similar field are welcome to apply.

4. Clear articulation, proper pronunciation, and a pleasant phone voice/tone.

5. Fluent in English conversation (especially for Fresh Graduates).

6. Strong active listening skills.

7. Proficient in operating computers, specifically Microsoft Office and standard Customer Relationship Management (CRM) applications.

8. Demonstrated ability to collaborate and work effectively within a team environment.

9. Dedicated to customer satisfaction and willing to perform cross-selling of banking products.

10. Willing to work in a shift-based work schedule.