Customer Experience

About Finku

AI powered personal finance app for Indonesia

Tech

We use React Native front-end and NodeJS back-end, with AWS servers! More details to be shared later in the interview process

The role

**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