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.