Customer Success (Contract) (Remote)

About Flip
Rafi, Luqman, and Anjar, who were college friends in Universitas Indonesia, started Flip as a project in 2015 to transfer payments to each other at a fraction of what banks would charge them. They are pioneers in the Indonesian market, with their technology now helping millions of Indonesians, both individuals and businesses, carry out bank-to-bank money transfers through a reliable and seamless app.
After seven years of operations, Flip has helped Indonesians transfer money worth several trillions of rupiah and has received double-digit funding from respectable investors such as Sequoia India, Insight Partner, and Insignia. Flip’s ultimate mission is to give Indonesians access to one of the most progressive and fairest financial services in the world.
At Flip, we always strive to provide the fairest place for you to work, learn, and grow with talented and fun people in various opportunities to advance your career and get fair rewards. We believe that we have to treat employees, customers, and all stakeholders fairly and respectfully. Fair treatment for employees means we establish clear goals, facilitate our employees to achieve them, and value their contribution to the company with equitable benefits.
What you’ll do:

• Able to assist and suggest existing customers the fit products/services for their needs
• Being proactive to Engage, Assist, Maintain, Study, and Analyze existing customers to identify and gather their feedback/complains and concerns
• Review customer complaints and concerns, and able to establish a clear plan to improve all aspects of the customer experiences
• Encourage existing customers to efficiently using Flip’s services and retaining them
• Creating policies and procedures that optimize the customer experience
• Establish clear retention goals for existing customers

What you’ll need:

• Experience working with brand image and promoting value through customer experience
• Experience analyzing and optimizing the existing processes whether its internally within Flip or externally with the existing customers, to improve customer experience
• Strong organization, communication, and presentation skills
• A propensity for relationship building
• Deep understanding of customers concerns and thoughts, in terms of the use of products and customer experiences
• Industry knowledge
• 3-5 years of experience in customer service or customer success position strongly preferred