Customer Experience

Job Responsibilities

• Handle daily customer inquiries and complaints through available support channels, ensuring timely, accurate, and helpful responses.
• Investigate and resolve customer issues, manage escalations, and coordinate with relevant teams to ensure appropriate resolution.
• Maintain a strong understanding of Finku's products and features, keeping FAQs, support documentation, and SOPs accurate and up to date.
• Analyze customer interactions, feedback, and recurring issues to identify opportunities to improve the customer experience.
• Collaborate with Product and other cross-functional teams to communicate customer pain points and contribute to product and process improvements.
• Monitor customer support performance and continuously improve workflows, service quality, and operational efficiency.

Job Requirements

• 2-4 years of experience in Customer Experience, Customer Support, Customer Success, or a related field.
• Strong written and verbal communication skills in Bahasa Indonesia; English proficiency is a plus.
• Strong problem-solving and analytical skills, with a customer-focused mindset.
• Experience improving customer support processes, SOPs, or service documentation.
• Able to work independently, take ownership, and collaborate across teams.
• Proactive and adaptable, with the ability to balance daily operations and strategic initiatives.