About this role
**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.