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.