Brinks
CUSTOMER SERVICE AGENT
Indonesia · On-site · Full time
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About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerBrinks
- LocationIndonesia
- Work styleOn-site
- Employment typeFull time
- Employer posted
- Customer Service & Customer Support
- Menerima permintaan layanan, pertanyaan, komplain, dan laporan insiden dari pelanggan melalui telepon, email, sistem ticketing, maupun media komunikasi resmi lainnya.
- Memberikan informasi terkait status layanan, jadwal operasional, dan penyelesaian permintaan pelanggan.
- Menjaga hubungan baik dengan pelanggan melalui pelayanan yang profesional, cepat, dan responsif.
- Ticket & Incident Management
- Mencatat seluruh permintaan layanan dan insiden ke dalam sistem Customer Relationship Management (CRM) atau sistem ticketing.
- Melakukan verifikasi data sebelum mendistribusikan tiket kepada unit operasional terkait.
- Melakukan monitoring seluruh tiket hingga selesai sesuai SLA.
- Melakukan eskalasi kepada Supervisor atau unit terkait apabila terdapat potensi keterlambatan penyelesaian.
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- Cash Management Support
- Berkoordinasi dengan tim Cash Processing Center (CPC), Cash In Transit (CIT), Vault, dan Operations terkait permintaan layanan Cash Management.
- Memantau proses pickup, delivery, cash replenishment, cash collection, cash processing, dan cash balancing sesuai permintaan pelanggan.
- Menindaklanjuti perbedaan data transaksi, shortage, overage, atau dispute bersama unit terkait.
- Memberikan update status transaksi kepada pelanggan secara berkala.
- Logistics Service Support
- Mengoordinasikan layanan Valuable Logistics, Secure Logistics, dan Distribution Services dengan tim operasional.
- Memastikan permintaan pengiriman, penerimaan, dan distribusi barang diproses sesuai jadwal dan SLA.
- Melakukan monitoring status pengiriman hingga diterima pelanggan.
- Menangani laporan kehilangan, keterlambatan, atau kerusakan pengiriman bersama tim operasional.
- Coordination & Reporting
- Berkoordinasi dengan Operations Control, Transport, Security, CPC, CIT, Finance, Sales, dan unit terkait dalam penyelesaian layanan pelanggan.
- Menyusun laporan harian, mingguan, dan bulanan mengenai volume layanan, tiket, komplain, pencapaian SLA, serta tren permasalahan pelanggan.
- Memberikan masukan untuk peningkatan kualitas layanan berdasarkan hasil analisis keluhan pelanggan.
- Compliance & Quality
- Memastikan seluruh aktivitas Customer Service sesuai SOP, SLA, standar keamanan, dan kebijakan perusahaan.
- Menjaga kerahasiaan data pelanggan dan informasi operasional.
- Mendukung pelaksanaan audit internal maupun eksternal.
- Melaksanakan tugas lain yang diberikan oleh atasan sesuai kebutuhan operasional.
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At a glance
- Work styleOn-site
- Employment typeFull time
- Employer posted
- Added to ROLIVA
- Last checked