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Appeal Resolution Supervisor

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About the Role 

If you’re looking to be a part of a dynamic, highly-analytical team, look no further. You will lead the team that handles the operation process of the Appeal team on a day-to-day basis. You will also manage and create initiatives related to risk management in the Gojek operations team. You will work closely with several departments including the Customer Service team, Risk Strategy & Risk Technology Platform.

What You Will Do

  • Monitor Appeals team to ensure that Gojek Driver & Customer appeals and escalation matters are processed and investigated accurately, with referred time frames and other requirements
  • Oversee daily workflow, asses workload, and adjust as necessary to ensure work is completed timely and in compliance with processes
  • Interpret and operationalize multiple requirements from inter-department to be executable by the Appeals team
  • Recommend solutions and works with cross-functional teams to ensure problems are corrected and measures are implemented to prevent recurrences
  • May provide training and directions in developing procedures to comply with appeal and escalation requirements
  • Participate in deep-dive meetings, including document preparation as a subject matter expert

What You Will Need

  • Bachelor's degree with at least 3 years of experience in customer service, special investigations, or project analyst
  • Detailed-oriented thinking, strong problem-solving skills, and the ability to adapt to changes in a fast-paced environment
  • Proficiency with Google Suite programs with experience in data processing using tools such as but not limited to, SQL, Big Query, pivot tables
  • Managing cross-functional teams and supervisory experience including hiring, training, assigning work, and managing the performance of staff
  • Excellent written and oral communication and relationship-building skills, especially in listening, trust-building, and de-escalation
  • Ability to successfully provide relevant and immediate feedback in a fast-paced and complex startup environment
About the Team 

Risk Ops is like a Risk beacon. We are responsible for being a safety monitor and conveying good user aspirations and satisfaction for Gojek Risk. We are focused on user experience by delivering good service in every appeal request or submission from Gojek Drivers & Customers. Within the team, we always prioritize in-depth analysis to get to the bottom of our problem to support risk organizations to protect the users and ecosystems.

About Gojek

Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are  also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.

As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.

Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.

About GoTo Financial

GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.

GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.

Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.
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Jenis kontrak
Full Time
Tanggal posting
23 September, 2022