Senior Customer Experience
Salary undisclosed
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About Amartha
At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We've supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.
About The Role
Customer Experience (CX) Team focused on ensuring that every interaction a customer has with the company is positive, seamless, and aligns with the company's values and goals. The team works across various touchpoints, from customer support to product usage, to ensure customers feel heard, valued, and supported throughout their journey with the brand.
Responsibilities
We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.
At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We've supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.
About The Role
Customer Experience (CX) Team focused on ensuring that every interaction a customer has with the company is positive, seamless, and aligns with the company's values and goals. The team works across various touchpoints, from customer support to product usage, to ensure customers feel heard, valued, and supported throughout their journey with the brand.
Responsibilities
- Monitor the floor to ensure a conducive working environment
- Ensure that no escalations are missed
- Ensure all tickets are handled appropriately and in a timely manner
- Provide coaching, feedback, and counseling to team members
- Maintain and ensure agent quality standards
- Conduct performance analysis and assessments of the team
- Perform operational monitoring to ensure that KPIs are consistently met according to the SLA
- Maintain key performance indicators (KPIs) such as CSAT, AHT, FCR, etc., in compliance with SLA requirements
- Implement improvements to ensure the achievement of KPIs
- Minimum 1 year of experience
- Collaborate on the implementation of project delivery, monitor team service quality and efficiency, and drive the achievement of KPIs
- Highly attentive to customer complaints, with the ability to anticipate and appropriately handle unexpected situations
- Skilled in organizing performance coaching for team members, driving performance excellence, and managing staff turnover
- Capable of handling internship operations and administration effectively
- Strong analytical thinking, problem-solving, communication, and negotiation skills
- Customer service-oriented, with strong data processing capabilities and attention to detail
- Proficient in conducting analysis and implementing operational improvements
- Flexible and adaptable in dynamic work environments
- Hard Skills:
- Internet Knowledge: A solid understanding of basic internet functions, social media platforms, and proficiency in using computers
- Basic English Proficiency: Ability to communicate effectively in both written and spoken English
We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.