CX Analyst

PT Amartha Mikro Fintek; Jakarta Selatan; On-site; IDR 100,440,000 - 156,240,000; Full time

Job summary

Amartha is seeking a dedicated Customer Support professional to manage inquiries and escalations across multiple channels. You will support First Layer Agents, provide product information, and analyze feedback to improve service quality.

The role emphasizes a responsive, customer-centric approach in a fast-paced environment. Ideal candidates have at least 1 year in customer service or BPO, basic English, and strong communication skills.

Qualifications

• Minimum 1 year of customer service, BPO, or related experience.
• Basic English proficiency.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and stay organized.
• Willing to work in shifts and adapt to flexible hours.

Responsibilities

• Answer questions about products or services via Email and other channels.
• Process orders and transactions.
• Resolve issues and troubleshoot technical problems.
• Deliver information about offerings to customers.
• Provide proactive First Layer Agents outreach.
• Handle customer complaints and escalate when needed.
• Collect and analyze customer feedback to improve service quality.

Skills

Customer service

English (basic)

Multitasking

Typing 30-35 WPM

Education

Bachelor’s degree preferred

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

1. Answering questions about a company's products or services. Through Email all channels, and serve First Layer Agents escalations.

2. Processing orders and transactions.

3. Resolving issues and troubleshooting technical problems.

4. Delivering information about a company's offerings.

5. Providing proactive First Layer Agents outreach.

6. Handling customer complaints, from case escalations..

7. Collecting and analyzing customer feedback.

• 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.