About the Role
Customers are a company’s most important asset. As our Head of Care, you’ll take the wheel in leading our Indonesia Care team to support all Gojek customers alongside driver-partners and merchant-partners. By taking charge of all customer feedback that comes our way, you will be responsible to provide issue resolution in a quick, efficient, and innovative manner. More importantly, you’ll ensure that all issues and pain points are highlighted and escalated as feedback to the Product team to drive continuous improvement across all Gojek services.
What You Will Do
Track and maintain day-to-day levels of service quality such as ticket response SLA and resolution time to prevent backlogs
Analyze top customer issues and pain points to drive solutions on each respective Gojek service
Ensure Care team’s operational readiness for new feature/product launching, in collaboration with Product team
Develop continuous improvement strategies to increase Care team’s productivity and efficiency such as automation on certain steps or cost allocation of one step to another
Implement best-in-class customer service standards of performance throughout the Care team as well as our 3rd party vendor to be proud ambassadors of Gojek
What You Will Need
At least 10 years of experience in a Customer Service role, experience in a managerial role from a Tech company background will be a plus
Proven track record of leadership and people management with high attention to detail to run a successful team
A customer-oriented mindset and strong communication skills that will enable you to analyze and voice out customer feedback to high-level management
Strong problem solving and project management skills to identify issues and room for improvement to later be the basis of collaboration between various stakeholders
About the Team
The Indonesia Care team comprises around 200 people which includes the 2nd Layer, Learning & Development, Quality Assurance, and Content teams; all based in Jakarta. We collectively operate 24/7 and continuously aim to resolve issues experienced by customers, driver-partners, and merchant-partners.
On top of resolving issues, we are also working alongside the Product team to create frictionless experience when using our application. It’s our job to ensure that customer pain points and issues are escalated to the proper channel and that we continuously innovate our service delivery for our customers. One of the biggest challenges we had to face is how to provide instant resolution though automation and innovation. We are currently busy preparing the latest project, which is a Chatbot implementation that would bring our customer service to the next level.
Aside from delivering the best service for our customers, we also take time to do the same for our team members (and anyone who wants to hang with us, really). We love exploring the unending variety of delicacies in Indonesia together as friends outside of work, and you could probably find us battling it out in an intense board game competition off hours. If you are a collector of board games, then you've got some (somewhat) friendly competition for that, too!
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's 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 annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. 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.
