Head Of Customer Experience

Amartha; Jakarta Pusat; On-site; IDR 167,400,000 - 234,360,000; Full time

Job summary

Amartha is seeking a strategic Head of Customer Support in Jakarta Pusat to lead frontline teams across phone and email channels. You will oversee daily operations, ensure SLA achievement, and drive continuous improvements in customer experience in line with regulatory guidelines.

You will develop a long-term vision for service expansion, collaborate with cross-functional teams and vendors, and mentor a high-performing team to deliver exceptional service.

Job description

Description

• Lead and supervise all teams dedicated to providing frontline customer support to customers
• Maintain daily customer support operations, ensuring workflow efficiency and effectiveness, adherence to Amartha policies and regulatory guidelines, and high-quality customer experiences
• Develop a strategic vision and plan for how we expand and deepen our service offerings across channels, identify opportunities for efficiency and quality improvements, implement new initiatives and experiment with innovative tactics.
• Execute consistently excellent day-to-day performance across our phone and email support channels and ensure SLAs and quality levels are met
• Review and analyze customer experience metrics and business trends to identify and troubleshoot issues, anticipate roadblocks, and implement changes
• Represent the voice of the customer company-wide. Track and analyze trends in customer issues and feedback, and help analyze and summarize that data in an actionable way to other teamsAssess and report department budget plan to VP Operation
• Coordinate with People Acquisition department to recruit any vacant position in the department, and submit ERF documents as needed
• Lead and manage highly productive, motivated, and driven teams through solid communication, empowerment, reward and coaching & mentoring approach
• Maintain close working relationships with different functional teams, external parties (Vendors).