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Customer Experience

Finku

Jakarta, Indonesia

Department:

Product

Experience:

2 Years

About the Company

Finku is a personal finance application helping Indonesian consumers manage their finances better through financial tools. Our mission is to eliminate financial illiteracy in Indonesia, so that all Indonesian can leverage the existing financial ecosystem and make better financial decisions.

Job Description

  • Drive product development and internal processes by collaborating with cross-functional teams and external stakeholders (e.g. vendors) to address critical customer needs and pain points.
  • Strategically enhance overall customer experience through continuous performance improvement and SOPs' improvement.
  • Manage and support Finku client relationships using CRM software, directly manage agents while also able to assist users with feedback or issues.
  • Make informed decisions on operations, products, and technology based on user feedback and interactions.
  • Conduct outbound message (calls, chats) and monitor inbound inquiries to encourage customer engagement and address concerns.
  • Utilize data and analytics to identify user behaviors and re-engage customers who have shown signs of disengagement.

Role Requirements

  • Proficient communication skills in both Bahasa Indonesia and English.
  • Minimum of 2 years experience as a customer experience specialist or in a similar role with hands-on experience using CRM software in Fintech or startup environments.
  • Strong ability to build and maintain relationships within cross-functional teams, with excellent organizational and multitasking skills.
  • Enjoys working in a fast-paced environment, possessing an entrepreneurial spirit and a willingness to innovate and solve problems.
  • Deep understanding of customer behaviors and a proactive approach to improving departmental processes.

Registration Form

Customer Experience

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