Customer Experience

Finku
Jakarta
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Relationship building","Organization","Multitasking","Problem-solving"]

Own customer experience for Finku by partnering with cross-functional teams to surface customer pain points and improve internal processes. Drive continuous CX performance using SOPs, manage client relationships in CRM, and directly support users with feedback and issues. Engage customers through outbound calls and live chat, then use data and analytics to understand behavior and re-engage users who may disengage. Help inform decisions on operations, products, and technology.

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FursaFursa
Finku
Finku
1 day ago

Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 2 years ago

Job Summary

Own customer experience for Finku by partnering with cross-functional teams to surface customer pain points and improve internal processes. Drive continuous CX performance using SOPs, manage client relationships in CRM, and directly support users with feedback and issues. Engage customers through outbound calls and live chat, then use data and analytics to understand behavior and re-engage users who may disengage. Help inform decisions on operations, products, and technology.
Location: Jakarta
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Partner with cross-functional teams to explain critical customer needs and pain points identified from customer interactions.
  • •Strategically drive overall customer experience through continuous performance improvement and established SOPs.
  • •Manage and assist client relationships in a CRM and directly help users with feedback or problems.
  • •Conduct outbound calls and other techniques to encourage customer activity and monitor live chat inbound inquiries.
  • •Use data and analytics to identify user behaviors and re-engage customers who previously inquired or showed signs of disengagement.

Key Requirements

  • •At least 3 years of experience as a customer experience specialist (or similar) in a bank, fintech, or startup environment, using CRM software.
  • •Excellent communication skills in both speaking and writing (Bahasa Indonesia and English).
  • •Strong relationship-building with cross-functional teams, with organizational skills and the ability to multitask.
  • •Experience driving process improvements in a fast-paced environment with an entrepreneurial mindset and problem-solving attitude.
  • •A strong understanding of customer behavior and the ability to innovatively improve the department.
Experience:3+ yearsFintechStartup
Skills:CommunicationRelationship buildingOrganizationMultitaskingProblem-solving
Languages:Bahasa IndonesiaEnglish
Tech Stack:CRM softwareLive chatData analyticsAnalytics

Company Brief

Finku
Indonesian fintech that offers digital financial solutions aimed at simplifying payments, lending, and financial management for consumers and small businesses through a mobile-first platform.
Industry: Payments
Headquarters: Indonesia
Website