Service Improvement Lead (Customer Experience)

PT Amartha Mikro Fintek; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

PT Amartha Mikro Fintek recherche un professionnel pour diriger les initiatives d'amélioration du service client dans le cadre d'un environnement de centre de contact digital. Ce poste implique la gestion de systèmes d'automatisation et la collaboration avec des équipes produit et ingénierie pour améliorer l'expérience client. Le candidat idéal est doté de compétences analytiques solides et d'une expérience avérée dans la mise en place de solutions CRM.

Qualifications

• Minimum 2 ans d'expérience dans un environnement de centre de contact digital.
• Expérience en mise en place de systèmes de ticketing CRM.
• Excellentes compétences en communication en indonésien et en anglais.

Responsibilities

• Concevoir des solutions de centre de contact en alignement avec les objectifs organisationnels.
• Gérer et développer des applications de centre de contact sur mesure.
• Collaborer avec des équipes inter-fonctionnelles.

Skills

Communication

Analytical skills

Problem-solving

Data analysis

Leadership

Tools

CRM systems

JIRA

SQL

Python

Google Analytics

Job description

About Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About The Role

You will lead service improvement initiatives to enhance the customer experience journey and boost customer satisfaction. This role will involve managing and developing automation systems within the CX Team—such as telephony, ticketing systems, chatbots, and Help Center automation. You will also oversee business and service process flows in close collaboration with the Product and Engineering teams.

Responsibilities:

• Lead the design of complex and strategic contact center solutions, ensuring alignment with organizational goals and customer experience objectives.
• Develop and maintain custom contact center applications, features, integrations, and automation tools.
• Mentor and guide engineers, supporting their growth through documentation and knowledge sharing related to customer experience journeys.
• Install, manage, and optimize the organization's CRM customer support platform.
• Drive performance improvements for contact center systems and proactively monitor for issues.
• Collaborate with cross-functional teams—including network engineers, system administrators, operations teams, external vendors, and business users—to deliver integrated contact center solutions.
• Stay updated on industry trends and emerging technologies related to contact center solutions and development practices.
• Conduct data analysis to evaluate the impact on operations and expense budgets.
• Provide regular reports and insights on CX Ops to both internal and external stakeholders at Amartha.

• Minimum 2 years of experience in a Digital Contact Center environment.
• Experienced in setting up CRM ticketing systems (e.g., Zendesk, telephony systems, chatbots, Help Center); familiar with supporting tools such as JIRA, Redash, and Slack.
• Proven ability to drive change across various areas of an organization while keeping multiple initiatives moving forward.
• Strong verbal and written communication skills in both Bahasa Indonesia and English.
• Excellent analytical and problem-solving skills; able to identify high-impact opportunities and objectively evaluate projects.
• Strong data analysis capabilities with a working knowledge of SQL, Python, and Google Analytics.
• Solid understanding of customer experience journeys, as well as business and service process improvement.