Customer Service Operations

🙌🏻 About Us

Fintopia Indonesia (PT Indonesia Fintopia Technology) is a subsidiary of Fintopia Inc. Founded in 2015 and headquartered in Beijing, China. Fintopia Inc. provides affordable financial services for everyone, especially for those unbanked and underserved. Fintopia Inc. quickly expands across Asia with Indonesia being its second largest market by transaction volume.Fintopia Indonesia (established in 2017), led by its product Easycash, has 24 million cumulative registered users and has provided IDR30.5 trillion of total accumulative loans since its establishment. The company has more than 4 millions total accumulated borrowers with various backgrounds, such as small business owners, farmers, students, and other professions 

💰 Salary

Very competitive

👑 Job Role

• Collaborate closely with the CS Management Team, conduct research from the user's perspective, summarize and analyze user needs, and provide weekly feedback to Customer Service Manager.
• Responsible for maintenance and management of the customer service Knowledge Base, help CS Management Team forming a clear CS SOP.
• Collaborate closely with CS Management Team for following up team escalation cases, recovery cases or any emergencies handling, conducting cross-department communication and handling, and providing guidance and answering questions to the front line.
• Mainly help CS Management Team to take a verificator role on escalation case ticket and provide guidance to all CS agents to be able to solve cases effectively, continuously improve the service levels and quality of front-line agents.
• Other Work: Work prepared by the Manager or TL Tier 2, according to business needs.

⛩️ Requirements

• Minimum Bachelor’s Degree from any major related.
• Good communication skill with fluency in English will be a plus.
• Have at least 2 years experience as Team Leader/Supervisor/Operation/QC/Learning Development or any related strategical role in Customer Service department.

🎁 Perks

• Competitive Salary
• Medical Insurance
• Paid Sick Days
• Paid Maternity / Paternity Leave
• International Exposure
• THR / Bonus system
• Free Food / Snacks
• Team Building Activity
• Casual Dress Code
• Company Outings
• Professional Development
• Wellness Program