Sr Customer Experience at Finku (W22)
$1
Personal finance platform for Indonesia
Jakarta, Jakarta, ID / Remote (Jakarta, Jakarta, ID)
Full-time
US citizenship/visa not required
3+ years
About Finku

Finku is democratizing access to financial services in Indonesia! Helping users manage their finances through integration with all users financial accounts, and personal finance tools.

Join a talented team who bring experience from Bukalapak, BCG, Tokopedia, OJK, Shipper and more!

About the role

Job Descriptions:

  • Drive product development and internal processes by partnering closely with cross-functional teams to explain critical customer needs/pain points identified
  • Strategically drive overall CX with continuous performance improvement and established SOPs for the processes
  • Manage & assist with Finku client relationships using CRM software and directly help users when they have feedback or problems
  • Help make decisions on operations, products, and technology based on findings from user & collect feedback based on customer interactions
  • Conduct outbound calls and other techniques to encourage activity from customers and monitor live chat inbound inquiries
  • Use data and analytics to identify user behaviors and re-engage with customers who have previously inquired/seen to disengage with our application

Job Requirements:

  • Excellent communication skills - both speaking and writing (Bahasa Indonesia & English)
  • At least 3 years' experience as a customer experience specialist, or a similar role in a Bank, Fintech/Startup Firms & have worked with CRM software
  • Excellent in building and maintaining relationships in cross-functional teams & he/she is organized and have the ability to multitask
  • Candidates who enjoy working in a fast-paced environment with an entrepreneurial spirit and willingness to constantly innovate processes & problem-solve
  • Have a great understanding of customers' behaviors and keen to innovatively improve the department
Technology

We use React Native front-end and NodeJS back-end, with AWS servers! More details to be shared later in the interview process

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