Rizqi Ramadan Email & Phone Number

Jakarta Raya, Indonesia

On Site At PT. Bank Tabungan Negara Tbk- Incident Management: Keep detailed records of incidents that occur, ensuring accurate documentation for future reference.- Problem Categorization: Group problems according to the type of service and the nature of the issue to streamline resolution processes.- User Communication: Request additional information from users if the initial details provided are unclear, ensuring a thorough understanding of the problem.- Problem Identification: Utilize the available knowledge base to identify and diagnose issues efficiently.- Log and Database Analysis: Check logs and databases to support problem-solving efforts, ensuring comprehensive analysis and resolution.- Escalation Procedures: Escalate unresolved problems to the relevant team, ensuring timely and effective resolution.- Knowledge Updates: Conduct regular updates and training to stay informed about the latest products and services, maintaining a high level of expertise

Jakarta Raya, Indonesia

On Site At PT. Bank Negara Indonesia Tbk.- Handling Troubleshooting Clients Especially in SPE products (BNI Ecollection, Debit VA, BNI QRIS, Autopay, YAP, etc)- Handling complaints and ensuring clients can use the system properly- Notify all clients if there is a production upgrade or maintenance production- Make a ticket related to the case and submit it to the relevant team- Test API errors and regenerating the system using Postman- Use trello to update case solve and pending case

Area Dki Jakarta

- Customer Service Representative: Act as the primary point of contact for customers utilizing the live chat feature on the banking application. Respond promptly and effectively to any inquiries, requests, or complaints submitted by customers via live chat.- Product and Service Information: Possess in-depth knowledge of the banking products and services offered by the company. Provide detailed explanations, offer guidance, and address customer questions regarding banking products, procedures, application features, policies, and related information.- Problem Resolution and Complaint Handling: Manage and resolve customer complaints efficiently through live chat. Conduct thorough investigations, listen empathetically, and provide adequate solutions to ensure customers feel heard, and valued, and that their issues are well-handled.- Implemented a live chat support system resulting in a 30% reduction in customer wait times and a 15% increase in overall customer satisfaction ratings.- Ability to Handle Multiple Customers Simultaneously: Possess the ability to handle multiple customers simultaneously. Efficiently manage and prioritize conversations, maintain responsiveness, and deliver quality service to each customer.- Coordination with Other Teams: Collaborate seamlessly with other customer service teams, including phone support, email, and social media teams. Share information, update knowledge, and coordinate efforts in addressing issues and effectively meeting customer needs.- Managed complex customer service inquiries through live chat, resolving 95% of issues within a single interaction and reducing escalations by 75%

Area Dki Jakarta

- Managing customer interactions on social media platforms such as Facebook, Twitter, or Instagram.- Responding to inquiries, resolving issues, and providing customer support through written communication.- Managing and directing customer complaints or grievances to the relevant departments.- Delivering information about company products or services to customers through social media.- Responded to an average of 100 customer inquiries daily via social media channels, maintaining a 98% customer satisfaction rating.

Jakarta Raya, Indonesia

- Responsible for verifying customer data uploaded or provided to the company.- Conducting research and performing in-depth examinations in cases of data inconsistencies or anomalies.- Conducted thorough verification checks on 500+ new customer accounts, resulting in a 98% reduction in fraudulent activity.

Jakarta Raya, Indonesia

- Providing technical support to internal users in resolving day-to-day technical issues.- Managing support tickets and delivering timely and accurate responses and solutions.- Conducting troubleshooting to identify and resolve user problems.- Collaborating with the IT team to ensure effective support.- Conducted root cause analysis on IT incidents to identify recurring problems, leading to the implementation of preventative measures that reduced incident frequency by 30%