Customer Experience (CX) Analyst

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 2026, 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

As a CX (Customer Experience) Analyst, you will be responsible for monitoring and improving the quality of customer service operations. You will oversee ticket handling, manage escalations, and ensure service performance meets defined KPIs and SLAs.

In this role, you will also conduct performance analysis, provide coaching and feedback to agents, and identify areas for operational improvement. You will work closely with cross-functional teams to resolve complex cases and ensure a high standard of customer experience, especially in handling sensitive or high-risk issues.

Job Description

• Monitoring the floor to ensure it remains conducive
• Ensure that there are no missed escalations
• Ensure all tickets are handled properly
• Carrying out coaching, feedback and counseling
• Ensure agent quality
• Conduct analysis and assessment of team performance
• Carry out operational monitoring to ensure that KPIs are maintained according to the SLA
• Maintain KPI parameters such as CSAT, AHT, FCR, etc. to comply with SLA
• Make improvements to achieve KPI

Requirements

• Min 1 years experience
• Minimum Bachelor’s Degree (S1) in Communication or related field 
• Experienced in handling complaints, particularly those related to regulators or the financial industry
• Cooperate with the implementation of project delivery, monitor team service quality and efficiency, and promote the achievement of KPI.
• Highly sensitive to customer complaints, able to anticipate and properly handle unexpected situations.
• Good at organizing performance coaching for staff in the team, implementing performance to excellence and controlling staff turnover.
• Able to handle internship operations & administration
• Strong analytical thinking and problem-solving skills, particularly in managing complex and high-risk cases.
• Strong communication and negotiation skills to handle escalations with various stakeholders.
• Customer service oriented, data processing capabilities, attention to detail
• Able to carry out analysis and also provide operational improvements
• Being flexible and adaptable
• Experienced in handling complaints, particularly those related to regulators or the financial industry.
• Strong understanding of compliance, risk awareness, and operational processes aligned with regulations.
• Able to work in a detail-oriented manner and possess a strong sense of ownership for each case handled.
• Internet knowledge : Understand basic knowledge of the internet, social media, and being able to use computers.
• Basic English : Ability using English writing and speaking.

At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.

We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.