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Customer Experience Improvement

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About the Role

Strap on your helmet and climb onboard as our Customer Experience Improvement! In this role, you'll take the wheel in identifying our customers’ pain points when raising issues to our Care team and in using the Gojek app in general. You'll work closely with fellow Service Excellence teammates and with cross-functional teams such as Research Ops, Consumer Platform, and Product -- together you'll craft strategic plans to utilize insights as grounds for improvement on customer experience and satisfaction. Your work will have a direct contribution in ensuring that our customers receive the attention and experience that they rightfully deserve.

What You Will Do

Monitor & analyze tickets and complaints raised against Gojek as an app (agnostic to any specific Gojek product/service) to then generate insight as improvement recommendation to the Consumer Platform team
Take charge of customer satisfaction rate by reviewing feedback from all related channels, understanding sources of customers’ dissatisfaction, and coming up with initiatives to mitigate pain points and improve the service, which ultimately increases customer satisfaction
Work with the Engineering team to develop ticket automation process
Act as the PIC for the Care team for any initiatives and/or projects related to Gojek a a consumer platform

What You Will Need

At least 3 years of experience in a strategy, process/product improvement, or project management role
Proven experience in managing projects related to business and operational processes
Strong project management, communication, problem-solving and analytical skills in order to effectively deliver on every stage of a strategic project - from conception, distribution, to execution
Comfortable working in a fast-paced environment with flexible deadlines and priorities

About the Team

The Service Excellence team is a group of passionate and energetic people that strive to provide world-class customer service to Gojek's customers, driver partners, and merchant partners alike. In collaboration with the larger Care team, we take the time to understand our users' pain points and concerns with using our services, as well as our existing issue resolution processes, and constantly work to enhance these metrics to achieve our key results and improve customer satisfaction. We have a shared sense of urgency for making such process improvements, because these improvements leave a company-wide benefit and ensure our users are well tended to and looked out for.

Our team takes a lot of pride in what we do, because we understand that the kind of service we provide to our users plays a big part in their experiences using our platform. Work from home hasn't been the easiest for some of us, so we've been sharing our favorite ways to prioritize a better work-life balance more than ever before. When we aren't talking about work, our team bonds over our shared love for all kinds of tea, as well as the latest entertaining movies and TV shows to watch and unwind.

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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