About Amartha
At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.
About the Role
Customer Experience (CX) Team focused on ensuring that every interaction a customer has with the company is positive, seamless, and aligns with the company's values and goals. The team works across various touchpoints, from customer support to product usage, to ensure customers feel heard, valued, and supported throughout their journey with the brand.
Responsibilities
- Monitor the floor to ensure a conducive working environment.
- Ensure that no escalations are missed.
- Ensure all tickets are handled appropriately and in a timely manner.
- Provide coaching, feedback, and counseling to team members.
- Maintain and ensure agent quality standards.
- Conduct performance analysis and assessments of the team.
- Perform operational monitoring to ensure that KPIs are consistently met according to the SLA.
- Maintain key performance indicators (KPIs) such as CSAT, AHT, FCR, etc., in compliance with SLA requirements.
- Implement improvements to ensure the achievement of KPIs.
- Minimum 1 year of experience.
- Collaborate on the implementation of project delivery, monitor team service quality and efficiency, and drive the achievement of KPIs.
- Highly attentive to customer complaints, with the ability to anticipate and appropriately handle unexpected situations.
- Skilled in organizing performance coaching for team members, driving performance excellence, and managing staff turnover.
- Capable of handling internship operations and administration effectively.
- Strong analytical thinking, problem-solving, communication, and negotiation skills.
- Customer service-oriented, with strong data processing capabilities and attention to detail.
- Proficient in conducting analysis and implementing operational improvements.
- Flexible and adaptable in dynamic work environments.
- Hard Skills:
- Internet Knowledge: A solid understanding of basic internet functions, social media platforms, and proficiency in using computers.
- Basic English Proficiency: Ability to communicate effectively in both written and spoken English.
At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.
We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.
What We Do
We are a prosperity platform company to harmoniously build a strong economy from the grassroots in order to realize the grassroots communities of technology equity, inclusiveness and sustainability.
We believe prosperity platform is the right solution to deliver high quality digital financial services and to bridge the gap that brings shared prosperity to the World.
Amartha’s Team are highly compassionate people who are impatient to deliver their impacts to alleviate the sufferings of others.
Working at Amartha means you are part of dynamic and compassionate team who make impact on daily basis. It means you sign up for a high-paced environment where everyone is taking part in achieving success and make other people happier.
It also means you wake up every single day energized, and excited of what’s next to be done to help Indonesia and the world a more equitable and prosperous place to live for everyone.
It means you feel special, as whatever you do with Amartha makes a dent in the universe, healing the world a day at a time.
Working at Amartha means you are ready to help and alleviate each other, contribute your best with empathy and passion. As we go long miles, you need a team to achieve your success.
Working at Amartha means you have made a conscious choice to embark on a journey to creating a less painful world. A journey that makes you feel good, that you have contributed to a meaningful work every single day.
Join our impact mission! Check our career page now👉🏼 https://careers.amartha.com/
