About the Role
They say no man is an island - a notion that holds particularly true for this role. As our Chatbot and International Alignment Process Improvement Manager, you’ll be an instrumental cog in the Service Excellence wheel of Gojek that directly impacts the company’s services and values to the customers’ life. Collaborating with CareTech, Care Ops, and the International team, your main objective will be to drive process improvements on Chatbot and Help Experience as well as leveraging initiatives across countries. You will have ample opportunity to flex your project management skills, and dive deep into projects surrounding automation, in-app use and eventually users satisfaction, collectively getting us even closer to becoming a world-class customer service.
What You Will Do
What You Will Need
About the Team
The role is in the Center of Excellence team which is a stream of a larger group of Service Excellence, 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 Service Excellence team, we continuously work to understand our users' pain points and concerns with using our services, as well as our existing issue resolution processes. We 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. With other streams of Care Ops and Service Excellence Strategy teams, we are together responsible to ensure the user experience is maintained at its highest level. We strive for continuous improvements, initiatives, and enhancements through collaborative work in both the operations process as well as the technology side in the context of automation.
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. Yes, we chill and have fun too! as we engage together not always about work.
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.https://halokerja.id connects jobseekers and recruiters by accurately matching candidate profiles to the relevant job openings through an advanced 2-way matching technology. While most job portals only focus on getting candidates the next job, Shine focuses on the entire career growth of candidates.
