Job description for English Call Center at PT. Infomedia Nusantara (Telkom Group)
Requirements:
1. Education
Minimum Diploma 3/Diploma 4/Bachelor's Degree
All Majors
2. Experience
Experience in online or offline customer service
Experience in a Call Center/ Banking/ Service Industry
3. Communication Skills
Oral Communication Skills: Telephone communication, clear, friendly, and effective speaking skills.
Good Listening Skills: Able to carefully understand customer problems or questions and provide appropriate solutions.
Good Indonesian/English: Good command of the language, and the ability to use polite and professional language.
No accents.
4. Knowledge of Banking Services
Banking Regulations and Policies: Understand applicable banking regulations and provide appropriate information to customers.
5. Technology and Computer Skills
Call Center System Utilization: Familiarity with call center software and CRM (Customer Relationship Management).
Computer Skills: Proficiency in using office applications (e.g., Microsoft Office) and internal banking applications.
6. Problem-Solving Skills
Analytical: Able to quickly analyze customer problems or complaints and provide appropriate solutions.
Creativity in Problem-Solving: Providing solutions that are not only fast but also targeted to customer satisfaction.
7. Attitude and Personality
Patience and Diligence: Dealing with a variety of customers with patience and a calm demeanor.
Empathy and Friendliness: Able to understand customer situations and provide good service with a friendly attitude.
Multitasking: Able to handle more than one task simultaneously, such as listening to complaints while entering data into the system.
8. English Language Skills (Must)
9. Work Hours and Readiness
Work Shifts: 24/7, ready to work a flexible schedule, including nights and holidays.
Ability to Work Under Pressure: Able to work well even in busy situations and under pressure, as call centers often handle many calls simultaneously.
10. Willing to be relocated to Semarang after 6 - 12 month of working (If Needed)
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Job Description for an Inbound Banking Call Center:
- Receive incoming calls from customers to provide information about banking products, transactions, balances, and other services.
- Handle customer complaints efficiently and effectively, resolving issues quickly and accurately.
- Provide information about promotions or new banking products.
- Update customer information in the system in accordance with applicable procedures.
- Assist with transaction processing or provide guidance on the use of digital banking services (mobile banking, ATMs, etc.).
- Cross-selling offers multiple products to customers (Unlimited sales incentives available)
