CX Analyst

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 is a technology company focused on creating shared prosperity by developing digital financial solutions for the grassroots economy. Founded in 2010 as a microfinance institution, Amartha connects rural, women-led micro-enterprises with affordable capital. Amartha is expanding as a tech company, building a microfinance ecosystem that connects to the growing digital economy through capital, investment, and payment services. By boosting the competitiveness of micro and small entrepreneurs, Amartha empowers women-led MSMEs, creates jobs, and fosters inclusive economic growth.

About The Role

Responsible for managing customer support and escalations across multiple channels, resolving customer issues and complaints, supporting First Layer Agents, providing product and service information, and analyzing customer feedback to improve service quality and overall customer experience.

Responsibilities

• Answering questions about a 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 a company's offerings
• Providing proactive First Layer Agents outreach
• Handling customer complaints, from case escalations.
• Collecting and analyzing customer feedback

Requirements

• Minimum 1 year of customer service, BPO, or related experience.
• Bachelor's degree preferred; non-degree holders with 6-12 months of BPO experience may be considered.
• 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 effectively via chat and email.
• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Basic knowledge of computers, internet, and social media, with a typing speed of 30-35 WPM.
• Willing to work in shifts and adapt to flexible working hours based on business requirements

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.