Customer Service Project at Amar Bank in Jakarta, Java, Indonesia

Responsibilities

• Serve customers visiting the branch in accordance with established SOPs.
• Handle customer inquiries and requests through multiple channels, including live chat, email, and phone calls.
• Address customer complaints, provide appropriate solutions, and explain Bank Amar’s products and services.
• Document customer complaints and requests accurately.
• Conduct customer identity verification through video calls in accordance with applicable SOPs and regulations.
• Identify suspicious activities or potential fraud, perform additional checks when necessary, and escalate findings to the supervisor or Fraud Investigation Unit.
• Identify technical issues during video call verification and escalate them when necessary.
• Provide backup support to other Customer Service Representatives (CSRs) as assigned.
• Perform other customer service-related duties as assigned by the direct supervisor.

Requirements

• Minimum Bachelor’s degree (S1); Minimum 1 year of experience in customer service or call center roles, preferably in banking, fintech, or e-commerce.
• Experienced in handling customer inquiries through multiple channels, including live chat, email, and phone calls.
• Willing to work in shifts (24/7).
• Good administrative skills and attention to detail.
• Customer-oriented with strong communication skills.
• Good problem-solving skills and the ability to handle customer objections.
• Able to identify suspicious activities and escalate concerns appropriately.