- 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).
Skills Required
- Lead and supervise all frontline customer support teams
- Maintain daily customer support operations, ensuring workflow efficiency, policy and regulatory adherence
- Develop strategic vision and plan to expand and improve service offerings and channels
- Ensure day-to-day performance across phone and email channels meets SLAs and quality standards
- Review and analyze customer experience metrics and business trends to identify and resolve issues
- Represent the voice of the customer company-wide and summarize feedback for other teams
- Assess and report department budget plans to VP Operations
- Coordinate with People Acquisition to recruit departmental vacancies and submit ERF documents
- Lead, mentor, and motivate teams through communication, empowerment, rewards, and coaching
- Maintain working relationships with functional teams and external vendors
What We Do
We are a prosperity platform company to harmoniously build a strong economy from the grassroots in order to realize the grassroots communities of technology equity, inclusiveness and sustainability. We believe prosperity platform is the right solution to deliver high quality digital financial services and to bridge the gap that brings shared prosperity to the World. Amartha’s Team are highly compassionate people who are impatient to deliver their impacts to alleviate the sufferings of others. Working at Amartha means you are part of dynamic and compassionate team who make impact on daily basis. It means you sign up for a high-paced environment where everyone is taking part in achieving success and make other people happier. It also means you wake up every single day energized, and excited of what’s next to be done to help Indonesia and the world a more equitable and prosperous place to live for everyone. It means you feel special, as whatever you do with Amartha makes a dent in the universe, healing the world a day at a time. Working at Amartha means you are ready to help and alleviate each other, contribute your best with empathy and passion. As we go long miles, you need a team to achieve your success. Working at Amartha means you have made a conscious choice to embark on a journey to creating a less painful world. A journey that makes you feel good, that you have contributed to a meaningful work every single day. Join our impact mission! Check our career page now👉🏼 https://careers.amartha.com/
