**Job Descriptions
**
- Drive product development and internal processes by collaborating with cross-functional teams and external stakeholders (e.g. vendors) to address critical customer needs and pain points.
- Strategically enhance overall customer experience through continuous performance improvement and SOPs improvement.
- Manage and support Finku client relationships using CRM software, directly manage agents while also able to assist users with feedback or issues.
- Make informed decisions on operations, products, and technology based on user feedback and interactions.
- Conduct outbound messages (calls, chats) and monitor inbound inquiries to encourage customer engagement and address concerns.
- Utilize data and analytics to identify user behaviors and re-engage customers who have shown signs of disengagement.
**Job Requirements
**
- Proficient communication skills in both Bahasa Indonesia and English.
- Minimum of 2 years experience as a customer experience specialist or in a similar role with hands-on experience using CRM software in Fintech or startup environments.
- Strong ability to build and maintain relationships within cross-functional teams, with excellent organizational and multitasking skills.
- Enjoys working in a fast-paced environment, possessing an entrepreneurial spirit and a willingness to innovate and solve problems.
- Deep understanding of customer behaviors and a proactive approach to improving departmental processes.