Baru Merchant Quality Assurance Specialist

Date Posted: Posted7 hari yang lalu
Salary:
GO-JEK
Jakarta
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Job Description

About The Role
Fasten your helmet and climb on board if you’re ready to be our MCU Quality Assurance Specialist. You will be working in one of the most unique positions amongst the brightest minds at Gojek. The role will enable you to listen to merchants’ feedback on our products and services first hand, at the same time will give you the opportunity to ease their pain points directly to our engineers, product owners, and even business leads. At the end of the day, there will be nothing more satisfying to see how you have contributed to their satisfaction and growth.


What You Will Do

    • Sampling & Finding abnormalities in merchant complaint handling, processes, and products to ensure proper resolution is given which result in merchant’s satisfaction
    • Escalating & Ensuring internal defects to be addressed in timely manner to avoid repeated problems happening in the future
    • Monitoring & Coaching agents on complaint handling to maintain highest service quality (resolution time)Collaborating with various stakeholders across units (MCU) and departments (Care) to align on how to tackle problems
    • Supporting ad-hoc analysis requested by teams to help them making strategic decision
    • Maintaining product and service reputation through social media monitoring to prevent surfacing viral cases
    • Administering and coordinating agents’ quality score to track performances to ensure visibility to the operations team
    • Analyzing and ensuring 3rd party / vendor’s performance through periodic sampling and calibration to avoid service quality discrepancies

What You Will Need

    • At least 2 years experience working in similar position
    • Possess strong analytical thinking, detail oriented.
    • Possess good communication, Bahasa and English (oral and written)
    • Ability to work effectively in a team setting
    • Willing to work during weekends, holidays (if needed)
About The Team
You will be working with some of the earliest & finest people who were there when Gojek was first established. Most of us will have already picked up the phone and listened to driver partners, merchants, and customers happy voices as well as sadly their cries. Throughout the year, the team has been persistently evolving from focusing on service quantity to service quality. With us, here every day you will discover things that will empower you to contribute to greater Indonesia’s growth. Together we aspire to materialize users’ voice into reality because there’s always a way. #PastiAdaJalan.
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 2021, 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.

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Job Detail

  • Job Id
    e16e0bd54829ea7d
  • Location
    Jakarta
  • Company
    GO-JEK
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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