Sr 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