Customer Experience & Escalations Specialist

Amartha Financial; Indonesia; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Amartha Financial in Indonesia is seeking a Customer Support professional to manage inquiries across email and chat channels, support First Layer Agents, and resolve escalations to improve service quality.

You will process orders, troubleshoot issues, provide product information, and drive proactive outreach while collecting feedback for continuous improvement. Excellent communication and a strong service mindset are essential for success in a fast-paced environment.

Qualifications

• Minimum 1 year of customer service, BPO, or related experience.
• Strong customer service mindset and ability to handle different customer personalities and situations.
• Good written and verbal communication skills, including basic English proficiency and the ability to communicate via chat and email.
• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Typing speed of 30–35 WPM.
• Willing to work in shifts and adapt to flexible working hours based on business requirements.

Responsibilities

• Answering questions about the company's products or services through Email, all channels, and serve First Layer Agents escalations.
• Processing orders and transactions
• Resolving issues and troubleshooting technical problems
• Delivering information about the company's offerings
• Providing proactive First Layer Agents outreach
• Handling customer complaints, from case escalations
• Collecting and analyzing customer feedback

Skills

Customer service

Communication skills

English proficiency

Multi-tasking

Education

Bachelor's degree preferred

Tools

CRM software

Email/Chat support tools

Job description

Amartha Financial in Indonesia is seeking a Customer Support professional to manage inquiries across email and chat channels, support First Layer Agents, and resolve escalations to improve service quality.

You will process orders, troubleshoot issues, provide product information, and drive proactive outreach while collecting feedback for continuous improvement. Excellent communication and a strong service mindset are essential for success in a fast-paced environment.