Job Description
Are you ready to take your career to the next level in the fast-growing world of Financial Technology? PT Lumbung Dana Indonesia, a dynamic and innovative fintech company, is expanding its operations and looking for a dedicated Customer Service Representative to join our team in Tangerang, Banten.
As the face of our company, you will play a critical role in ensuring our customers receive the highest standard of support. At Lumbung Dana Indonesia, we are committed to revolutionizing the financial landscape by providing accessible, secure, and user-friendly digital financial solutions tailored for the modern Indonesian consumer. We believe that our employees are our greatest asset, and we foster a collaborative, inclusive, and high-performance culture where growth and innovation thrive. As a CS representative, you are not just solving problems; you are building trust and loyalty, which are the cornerstones of our success.
In this pivotal role, you will handle a wide variety of customer inquiries ranging from account troubleshooting and transaction disputes to general product education. You will troubleshoot complex issues, de-escalate tense situations with empathy, and contribute directly to our high customer satisfaction ratings. You will work closely with cross-functional teamsâincluding Product, Engineering, and Risk Managementâto provide feedback that shapes our roadmap. If you are passionate about helping others, have a sharp eye for detail, and want to be part of a company that is changing the way people interact with finance, this is the perfect opportunity to accelerate your career trajectory in the burgeoning fintech ecosystem.
Join us in our modern office located in the BSD area of Tangerang, a thriving business district. We offer a competitive compensation package, continuous professional development opportunities, and a vibrant work environment where your contributions are valued. Don't miss this chance to build a rewarding career with one of Indonesia's most promising fintech companies!
Responsibilities
- Serve as the primary point of contact for customers, addressing inquiries related to our fintech products, account management, and transactions via phone, email, and live chat.
- Diagnose and resolve customer issues promptly, escalating complex cases to the appropriate internal departments (e.g., Technical, Finance, Risk) when necessary.
- Provide clear and accurate information regarding company policies, financial regulations, and product features to ensure customer compliance and satisfaction.
- Assist customers with the onboarding process, guiding them through registration, verification, and usage of our digital platforms.
- Document all customer interactions meticulously in our CRM system to maintain a comprehensive history for future reference and analysis.
- Identify trends in customer feedback and complaints to provide actionable insights to the management team for product and service improvements.
- Meet and exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
- Participate in ongoing training sessions to stay current on new product launches, regulatory changes, and advanced customer service techniques.
Qualifications
- Minimum Diploma (D3) or Bachelor's (S1) degree from a reputable university in any major; a background in Finance, Management, or Communications is a strong plus.
- At least 1 year of experience in a customer service role, preferably within the banking, fintech, or financial services industry.
- Exceptional verbal and written communication skills in both English and Bahasa Indonesia, with the ability to explain complex concepts clearly.
- Strong problem-solving abilities and a genuine passion for helping customers achieve their financial goals.
- Highly organized with the ability to multitask and manage time effectively in a fast-paced, target-oriented environment.
- Tech-savvy and comfortable using CRM platforms, live chat software, and standard office productivity tools (Google Suite / Microsoft Office).
- Willingness to work a flexible schedule, including rotating shifts, weekends, and public holidays as needed to support our 24/7 operations.
- A positive, team-first attitude with a commitment to maintaining high ethical standards and customer data confidentiality.