Customer Engagement Staff
Infinid Indonesia
- Penuh waktu
- On-site • Jakarta Selatan
- Negotiable
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Deskripsi Pekerjaan
Role Overview:
We are seeking a Customer Engagement Staff to serve as the first point of contact for our customers across multiple communication channels. This role is responsible for addressing inquiries related to loan products, application processes, and payment issues. You will ensure that each customer interaction is handled professionally, accurately documented in our CRM/ticketing system, and resolved efficiently—either independently or in collaboration with internal teams. Your contribution will directly impact customer satisfaction and brand loyalty.
Responsibilities:
- Respond to customer inquiries and complaints via phone, chat, email, and social media.
- Provide accurate and clear information on loan requirements, collateral, interest rates, tenure, and related fees.
- Log and categorize customer interactions using CRM or ticketing systems (e.g., Zoho, Freshdesk, Zendesk).
- Escalate complex issues to the appropriate internal departments (e.g., Product, Sales, Partnership) when necessary.
- Ensure timely and effective resolution of customer concerns.
- Maintain high levels of customer satisfaction (NPS) by delivering helpful and empathetic service.
Kualifikasi
- Diploma (D3) or bachelor’s degree (S1) in any field preferred.
- At least 1 year of experience in customer service or call center roles (especially in finance/banking is a plus).
- Familiarity with CRM systems and ticketing processes (e.g., Zoho, Freshdesk, Zendesk).
- Strong problem-solving skills and ability to multitask effectively.
- Excellent communication and interpersonal skills.
- Customer-focused mindset with a positive attitude.
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infinID is a fintech company, building secured lending platform, specialized in loan against property. We help the underserved middle-class homeowners in Indonesia to access low-interest rate loans based on their property value for both productive and consumptive uses. We work with selected banks to disburse the loans to the borrowers, while Infinid manages the end-to-end credit process, including origination & servicing.
