Customer Experience

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