Job Description
- Involve and provide solutions to problems experienced by customers that cannot be handled by L1 Agents, to maintain customer satisfaction and Agent capability.
- Switch L1 agents to serve customers in accordance with specified service quality standards
- Monitor and evaluate Agent performance, provide learning or training opportunities, and take corrective action, so that Agents perform according to their productivity potential.
- Ensure L1 agent productivity meets specified targets
- Prepare and create Agent performance reports every week/month/year, to support future team performance evaluations.
Requirements
- Minimum 3 (three) years working as a contact center in the banking industry or technology company
- Minimum Bachelor's degree from any major
- Understand the operation of information & computer systems
- Understand verbal & non-verbal communication methods
- Able to communicate using minimally passive English
- Understand data processing and reporting
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SeaBank is a digital financial institution. We are a tech-based banking company, providing customers the convenience of banking 24/7 from home or anywhere, through smartphones. SeaBank aims to become the country’s Bank with Digital Services destination via ongoing product optimization and cutting-edge technology, providing a seamless and enjoyable user experience. Prior to being acquired by SEA in 2021, SeaBank was known as PT Bank Kesejahteraan Ekonomi (BKE), a bank that was established in 1992. SEA (NYSE: SE) is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Together with Sea, SeaBank's mission is to better the lives of consumers and small businesses in our region with technology. The SeaBank team is rapidly growing. We are on the lookout for talent who have the drive to shape the future of banking industry and serve the underserved segment in Indonesia. If you are excited by innovation and the new ways of banking, SeaBank could be a place for you.
