CX Knowledge & Development

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

As a CX Knowledge and Development, you’ll play a key role in improving Amartha’s customer experience through training, knowledge management, and employee engagement initiatives. In this role, you’ll be responsible for identifying learning needs, developing and delivering training programs, creating operational guidelines, and ensuring that all CX teams are well-equipped to deliver excellent service. You’ll also help maintain a strong knowledge base by creating help center articles and engagement activities that support continuous learning within the team. This position is perfect for someone who’s detail-oriented, customer-focused, and passionate about people development and service quality improvement.

Responsibilites

• Create and Perform TNA/LNA
• Create training classes according to needs
• Conduct proper training for all employees, both product and soft skills
• Create and ensure the guidelines used by employees are appropriate
• Create monthly quiz
• Create help center articles
• Create engagement events for all operations

Requirements

• Min 1 years experience
• Cooperate with the implementation of project delivery for the achievement of KPI.
• Highly sensitive to customer complaints, able to anticipate and properly handle unexpected situations.
• Have knowledge of end to end training management
• Able to handle internship operations & administration
• Have good analytical thinking, problem solving, communication skills and negotiation skills
• Customer service oriented, data processing capabilities, attention to detail
• Able to operate Canva
• Able to Microsoft office
• Being flexible and adaptable

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.