Customer Service Risk Manager
DANA Indonesia
- Kota Jakarta Selatan, IndonesiaCapital Place. Jl. Gatot Subroto Kav 18, Kuningan Barat, Mampang Prapatan, Kuningan Barat, Mampang Prapatan, South Jakarta, DKI Jakarta, Indonesia, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, IndonesiaKota Jakarta SelatanDaerah Khusus Ibukota JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 5 years ago
2019-04-29T17:00:00+00:00Job closed.
Job Description
- Leading the CS Risk team to identification and documentation of risks from any channel that related to DANA services.
- Providing regular review and monitoring daily/ weekly/ monthly CS Risk Performance.
- Maintain SLA of responses and resolution.
- Day to day activity through internal ticketing system and chat application.
- Monitoring and solve customer problems with effective and efficient way and liaise with related party.
- Handling the customer through Outbound call or Walk-in if needed to solve the issue.
- Managing the team as well the work schedule align with company needs.
Minimum Qualifications
- Attention to detail, outstanding problem-solving/multi-tasking skills.
- Excellent collaborative skills to ensure the team are working as one.
- Ability to identify risks issues and give the resolution.
- Good communications skills, both verbal and written, able to convey information in a clear and concise manner, asks appropriate probing questions questions (English & Bahasa).
- Have a strong knowledge about Customer Service & Risk procedure.
- Innovative, constantly seeking ways to improve processes.
- Proactive attitude and focus, desire to learn and improve professionally.
- Good computer skills: Proficient in Word, internet browsers/search engines, and experience with Microsoft Excel. Experience with Zendesk a plus, but not required.
- Preferred previous experience working in Customer Service or Risk in Banking/ Financial institution Min 3 Years.
Perks and Benefits
Flexitime
Maternity & Paternity Leave
Medical / Health Insurance
Required Skills
- Problem Sensitivity
- Customer Service
- Communication Skills
- Performance Management
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Capital Place. Jl. Gatot Subroto Kav 18, Kuningan Barat, Mampang Prapatan, Kuningan Barat, Mampang Prapatan, South Jakarta, DKI Jakarta, Indonesia
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About DANA Indonesia
DANA is an open platform digital wallet that bridges financial institutions, merchants and consumers in Indonesia. The platform's purpose is to enable frictionless transaction and to expand financial inclusion especially for the unbanked and underbanked through technology. The technology empowers everyone to transact either for online or offline merchants. Some of the technologies that DANA developed are market pioneers such as: Digital KYC through Face Recognition that enable real-time on-boarding, World Class Risk Management that has the lowest fraud-loss with highest success rate, and the most comprehensive financial instruments acceptance in the country.
DANA was established about a year ago as a new startup. The platform was soft-launched at the end of March 2018. As of July 2018, DANA is the fastest growing startup in Indonesia and among the fastest in the world reaching more than a million new users within a span of less than 4 months. DANA platform has currently on-boarded 7 of the top 10 Banks, Offline Merchants with more than 30 million combined foot-traffic, and Online Merchants with more than 50 million visitors. The company employs more than 200 local talents with a heavy ratio on engineers, half of them recruited within the last 5 months. Ant Financial is an investor of DANA and they share core technology plus know-how exclusively.