Introduction
We are seeking a dynamic and customer‑focused Staf Operasional Ground to join our team in Semarang. This role is a vital front‑line position within a leading ride‑hailing platform, responsible for ensuring that passengers receive prompt, friendly, and efficient assistance when they request transportation services such as GoCar or GoRide. The ideal candidate thrives in a fast‑paced environment, enjoys interacting with a diverse customer base, and is eager to contribute to the growth of our mobility ecosystem.
Responsibilities
- Assist passengers in locating and connecting with an available driver, ensuring minimal wait times.
- Guide passengers through the process of ordering GoCar or GoRide via the mobile application, providing clear step‑by‑step instructions.
- Actively promote GoCar and GoRide services to every passenger, highlighting key features such as safety, affordability, and convenience.
- Maintain a professional and welcoming presence at designated ground locations, including airports, train stations, and popular commercial districts.
- Handle inbound inquiries—both in‑person and via phone or chat—addressing concerns, resolving issues, and escalating complex cases to the operations manager when necessary.
- Collect feedback from passengers regarding their experience and relay insights to the product and marketing teams to drive continuous improvement.
- Coordinate with driver partners to ensure smooth handovers, accurate vehicle assignments, and adherence to service standards.
- Monitor daily shift performance metrics, such as number of rides facilitated, conversion rates, and passenger satisfaction scores.
- Participate in regular training sessions and briefings to stay updated on new features, promotional campaigns, and safety protocols.
- Adhere to shift schedules, working Monday through Saturday from 08:00 to 17:00, with flexibility for additional shifts as demand fluctuates.
Requirements
- Minimum education: SMA/SMK or equivalent.
- Age: 30 years old or younger.
- Gender: Open to all genders.
- At least 1 year of work experience, preferably in sales, customer service, or a related field. Candidates without prior experience are also encouraged to apply.
- Excellent communication skills with a confident, friendly demeanor.
- Strong analytical ability to interpret sales data and passenger feedback.
- Proven sales or persuasion skills, including the ability to upsell services and meet performance targets.
- Willingness to work in a shift‑based schedule and adapt to peak‑hour demands.
- Basic proficiency with smartphones and familiarity with mobile applications.
- Ability to work both independently and as part of a collaborative ground‑operations team.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Health insurance coverage for the employee.
- Opportunities for career advancement within a rapidly expanding mobility company.
- Comprehensive training program covering product knowledge, sales techniques, and customer service excellence.
- Employee discount on GoCar and GoRide rides.
- Paid annual leave and official holidays.
- Supportive work environment that values diversity, teamwork, and continuous learning.
About Company
Our company is a leading technology‑driven transportation platform in Indonesia, operating popular services such as GoCar and GoRide. We connect millions of passengers with reliable driver partners across the archipelago, delivering safe, affordable, and convenient mobility solutions. With a strong commitment to innovation, sustainability, and community impact, we continuously enhance our platform through data‑driven insights, strategic partnerships, and a culture that empowers every employee to make a difference.
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