CX Analyst: Master Multichannel Support & Feedback

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 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.