Head Of Customer Support

Mifx; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading fintech company in Jakarta seeks a Customer Success Manager. You will develop metrics for onboarding, coordinate with stakeholders, and analyze customer feedback to drive improvements. The ideal candidate has a Bachelor's degree and 6 years of experience in customer success or account management. Strong analytical and communication skills are essential.

Qualifications

• 6 years experience in contact center, customer success, or account management.
• Ability to troubleshoot QoS-related issues.
• Proven track record of successful customer onboarding.

Responsibilities

• Develop metrics processes and KPIs for employee onboarding.
• Coordinate with multi-stakeholders for smooth operations.
• Analyze customer feedback for product improvement.

Skills

Customer service mindset

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's Degree in any field

Tools

Customer Support Ticketing Software

CRM

Job description

About us

MIFX is a pioneer trading platform in Indonesia that is backed by a 24 years old market leader in the industry, Monex Investindo Futures. We are a futures broker facilitating forex, commodities, and index trading that is fully regulated and complies with BAPPEBTI regulations.

MIFX focuses on making the trading process #SemudahItu by prioritizing easy access, trading education, and providing the lowest prices to start trading where traders can buy 0.01 micro lots from our platform.

Led by a solid marketing-technology team that leverages lean analytics and agile product development with a vision of creating the most seamless trading experience for the millennial generation through the MIFX platform, we are proud to continuously growing our volumes by improving our customer experience and people's experience for sure to grow with us.

We are looking for more talents to create a positive impact.

SemudahItu join us and be part of Indonesia's next largest fintech company
Are you ready to be a part of MIFX for the upcoming "big wave"?

What you will do:

• Develop and establish metrics processes, KPIs, policies, and procedures to measure consistent and exceptional employee onboarding, success, and sustainable services.
• Coordinate and liaise with multi-stakeholders (vendors, clients, customers, and internal divisions) in the facility to ensure smooth operation.
• Keep up with regulatory/legal requirements and be open to learning about any changes based on operational needs or government policies.
• Propose and or lead and manage an innovation project for the organization.
• Analyze customer feedback, behavior, and trends to identify opportunities for services, seamless flow process, and product improvement, and make data-driven decisions.
• Map out employee working shifts and traffic forecasting according to operational demands.

What you will need:

• Bachelor's Degree in any field.
• 6 years (s) in contact center companies, customer success, account management, or related fields.
• Proficiency in using Customer Support Ticketing Software.
• Familiar with troubleshooting and resolving QoS (Quality of Service) related issues.
• Excellent judgment to prioritize customer issues based on their urgency and severity.
• The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
• Have great communication skills, detail oriented, leadership, analytical thinking, and problem solving.
• Customer service mindset and orientation.
• Willing to work with a shift system.
• Think critically and analyze customer data to identify trends and issues.
• Reporting and analysis Personnel issues management (absenteeism, managing staff issues).
• Proven track record of developing and implementing successful customer onboarding and success strategies that drive customer satisfaction, retention, and growth in the scale phase.
• Knowledge of customer success technologies and platforms, such as customer success management software and CRM.