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Merchant Experience - Production Support Analyst, Merchant Platform
Loker ini dibuat lebih dari 2 bulan yang lalu
About the Role
Are you someone who's looking to solve problems that matter? Are you someone who thrives on the balance of business goals and users' needs? Are you looking to work with people who see failures as growth opportunities? This opportunity might be for you!
The Merchant Experience team is looking for a Production Support Analyst to join us in our efforts to improve our merchant’s experience when escalating issues to us across all touch points. Production Support will represent the merchant's point of view on the discussions and collaborations with the product and business team.
You will be the one who structured the problem in issue resolutions, analyzing the building blocks, and advocating the product solutions or the improvement for the process owner, using “seamless & delightful experience” as the vision of merchant experience. You will work closely with the CARE unit team, sales team, and product team, driving and engaging them in a better issue resolution process.
What You Will Do
- Oversee the issues resolution experienced by merchants across all escalations channels (CARE unit, social media, app review)
- Oversee the issue resolution escalation process from merchants to CARE/Sales, from CARE/Sales to the internal team. Ensuring all the issues have the escalation process and improving the process in order to deliver the best experience on issue handling
- Structure the problem using data-driven analysis, creating the building blocks and documenting into a proper Root Cause Analysis (RCA) or Business Requirement Documents (BRD)
- Identify the possible problem-solving approaches and continue to liaise and convince product teams to take up the solution
- Manage projects from planning to execution with structured thinking and well project management documentation
- Collaborate with internal stakeholders to ensure the best solutions are provided to merchants
What You Will Need
- At least 3 years of experience in the merchant experience/process improvement/project management
- Familiar with data, can identify problem areas, ability to break these problems into smaller chunks
- Familiar with SQL and Google BigQuery to run and create basic queries would be a plus
- Excellent organizational skills, project management, collaborative teamwork with a wide range of stakeholders
- Great communication and understanding skills, able to translate merchant’s needs to product solutions, and vice versa able to translate technical issues to simpler and understandable terms to merchants
About the Team
Merchant Experience (MX) is benefited out of its collaboration with other units in Merchant Lifecycle. Just like nature’s very own confederation; ostriches & zebras, we equip ourselves as a team by making use of each other’s strength. Driving loyalty and wow experience are not solely MX’s responsibilities, but these are supported through other units’ contribution in delivering education and awareness, engaging through various communication channels and verbally through discussion with our engagement agents.
As a troop of more than 40 members, MX makes the best out of its role to be dynamic, customer-centric, data-driven and fun! We empathize with our merchants to make sure that any experience and feature designed could fulfill their needs. We use the power of data to drive strategies and to track outcomes. We try our best to stay in touch and continue to bond outside work as one big family through fun online activities.
So, if you’re looking for a positive, supportive, and collaborative working culture, you have found yourself a home.
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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