About the Role
As a Customer Care Associate in GoTo Financial Services, you will help us bring the most delightful Customer Care Experience to our users, especially to our merchants. You will collaborate closely with the Customer Service Head to lead a very skilled and customer-centric team in our contact center. You will be dealing with a number of customer care metrics, such as response time and first contact resolution, and plan as well as execute several improvement projects to improve our current processes and bring down customer pain points to the utmost minimum. You’re responsible for the end-to-end performance of our contact center, from hiring, and training to the QA process. The teams that you’ll be working with vary from UX, Product, Collection, Engineer, and other teams related.
What You Will Do
What You Will Need
About the Team
As part of the GoTo Financial team, especially as the Financial Services Platform Operations Team, based in Jakarta, Indonesia, our team consists of a multitude of cool, multi-talented, and diverse personalities. It is essential that we find a delicate balance for the best customer experience in using our products. That is why we, as a team, really need to have a full understanding of how our strategies for dealing with a number of customer care metrics, become a cog in a machine that is determined to provide the best financial services product to our customers, and also handling the end-to-end performance of our contact center, hiring, and training to QA process. We also partner closely with several cross-functional teams to ensure safe and sustainable business growth and reliable financial services for our users, our GoTo Financial businesses, and our extended ecosystem.
But hey, it will not be all work by being busy fighting and preventing potential fraud on our business operations as usual and don’t have playtime. We also know how to have fun too. We have lots of engagement events (movie nights, informal talk sessions, home workouts, and other fun events) that you can participate in.
About GoTo Financial
Imagine having a beautiful product that you create being launched to the public. Then visualize more than 55 million active users, over 14 million merchants, and more than 2.5 million driver partners benefiting from it: greater efficiency, easier access to financial services, better earnings, and more.
GoTo Financial is part of the GoTo ecosystem, a unique combination of on-demand mobility services Gojek, e-commerce platform Tokopedia, and comprehensive fintech platform GoTo Financial. This massive and integrated ecosystem enables you to work on projects that impact the lives of millions, ranging from:
1- Bringing the unbanked into formal financial system by helping them open a digital bank account with GoPay-Jago
2- Providing seamless cashless payment method in GoPay and GoPayLater to merchants and consumers,
3- Giving consumers and merchants access to responsible lending, insurance and investment products,
4- Helping offline and online merchants reap the benefits of the digital economy through Midtrans payment gateway, webstore builder GoStore, keyboard app for online sellers Selly, and point-of-sales solutions MOKA and GoKasir,
5- Supporting food merchants in simplifying their operations with GoBiz and GoBiz Plus, to
6- Creating other use cases that empower consumers and merchants to manage all money-related matters.
So join our ride to bring the benefit of the digital economy to all. We’re just getting started!
Life at GoTo Financial
GoTo Financial consists of people with big dreams and the motivation and skills to make them real. We are doers and tinkerers who want to change the financial system as it is. A community of makers.
We make it happen
We have a bias for getting things done. We discuss, debate, and commit. When we see something broken that can be fixed, we fix it. We manage our risks, then take bold decisions.
We make it together
We put star teams above star players. We don’t shoot down ideas without considering them. We hold each other accountable, and trust everyone by default.
We make it last
We put long-term greatness before short-term gratification. We believe in sustainable and responsible growth. Everything we do is in service to our mission, and we never compromise on our integrity.
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