Lowongan Kerja Jakarta Raya Posisi Merchant Issue Resolution Experience Manager di PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia)

Gambar PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia) Posisi Merchant Issue Resolution Experience Manager
  • Loker diposting 2 bulan yang lalu

Segera dibutuhkan. loker dengan sistem full time untuk posisi Merchant Issue Resolution Experience Manager di tempat usaha PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia) untuk kota/kab Jakarta Raya serta sekitarnya.

Skill yang kami butuhkan adalah Manajemen & Dukungan (Call Center & Layanan Konsumen) serta orang yang jujur, amanah, disiplin, dan bertanggung jawab.

PT ini tidak memiliki syarat yang tersendiri terhadap calon pelamar sehingga anda dapat mencoba melamar ke perusahaan ini dengan memberikan CV atau portofolio anda.

Gaji yang perusahaan kami tawarkan cukup kompetitif menurut dari skill pekerja. Rata-rata upah yang kami berikan adalah Rp 2.000.000 - Rp 8.500.000.

Info Loker

Perusahaan PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia)
Posisi Merchant Issue Resolution Experience Manager
Tempat Jakarta Raya
Jenis Pekerjaan Full Time
Spesialisasi Dibutuhkan Manajemen & Dukungan (Call Center & Layanan Konsumen)
Gaji Min Rp. 2.000.000
Gaji Max Rp. 8.500.000

About The Role

Join our team and make a real impact! As the Merchant Issue Resolution Experience Senior Manager, you and your team will play a pivotal role in driving positive merchant experience when merchants are trying to get resolution for their issues with our platform or with our functions (i.e: Merchant Care Unit). You will collaborate very closely with the SMB Region & Enterprise sales team to get their feedback as the merchants’ guardians, and with the product team who will build products & features based on your inputs. Merchant Care Unit and Sales Excellence will be your companions during this ride. You will have ample opportunity to flex and hone in on your business strategy, multi-tasking, analytical, and time-management skills – catering to the day-to-day needs and issues of our beloved merchants, and ensuring they get the experience they deserve.

What You Will Do

  • Create a delightful experience for merchants when they try to get help and/or resolution for their issues with GoFood, GoBiz, or Gojek
  • Ensure that merchants have full transparency and clarity when escalating an issue through GoBiz or Merchant Care Unit on how to get help, what to expect from the process, what will the SLA be to get resolution, and that merchants actually get resolution
  • Ensure merchants’ issue resolution in Gojek exceeds their experiences on the same with competitors’ platforms in terms of easiness and time spent to get resolution
  • Together with the Merchant Care Unit, problem solve the top 10 issues coming from merchants and continuously decrease the number of tickets through improvements on processes and products
  • Initiate and lead effort to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and Gojek; and improve merchants’ conversion & stickiness to GoBiz
  • Build and continuously improve Merchant Satisfaction (MSAT) score as the quantifiable metric to measure merchants’ satisfaction with GoBiz and Gojek’s services to merchants
  • Manage feature/product implementation and rollouts
  • Give insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz or with Gojek
  • Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively
  • Provide regular and ad-hoc impact reports and analyses to leadership team
  • What This Role Needs

  • Minimum 6 years of relevant working experience in strategy, project management, management consulting or other related roles that require strong analytical skills, problem-solving, and business acumen
  • A structured and analytical thinking process to develop framework, project charters, and prioritization
  • Strong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insights
  • Have good presentation skills – esp. the ability to present during problem solving session with other stakeholders (working-level or leadership) 
  • Solid track record of stakeholder management
  • Proficiency in SQL/query is preferred, but not mandatory (would help to succeed in the role and guide team members when doing analysis)
  • About The Team

    The Sales Excellence & Merchant Experience team is an integral part of the Food, Ads & Merchants organization, and based in HQ Office Jakarta, Indonesia.  Our primary focus is to ensure that the company’s KRs are achieved by providing the support needed for the sales team to excel in their job, and to provide support needed for merchants to grow their business. This could vary from improving business processes, creating BRDs (Business Requirement Documents) for the product team, problem solving on merchants’ top issues, to supporting merchants to set up their promo.

    Our relationship within the team is not just about work. We believe in fostering joy and connection, whether over a meal (nobody in our team will ever say no to a good nasi kapau!) or through shared laughter. Each team member is not only ready but more than happy to continuously give guidance and support to each other, while maintaining each other’s independence and flexibility. Together we will navigate challenges and seize opportunities, all while empowering merchants to grow with us!

    About GoTo Group

    GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

    About Gojek 

    Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

    About GoTo Financial

    GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

    GoTo and its business units, including Gojek and GoToFinancial (“GoTo”) only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo’s official recruitment channels.

    #LI-ONSITE

    Alamat Lengkap

    Provinsi DKI Jakarta
    Kota Jakarta Raya
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    Keuntungan Kerja

    • Gaji yang stabil dan penghasilan rutin.
    • Peluang pengembangan karir dan pelatihan.
    • Lingkungan kerja yang kolaboratif.

    Lamar kerja

    Perlu diingat informasi yang tertera bisa saja berubah sewaktu-waktu.

    Melamar pekerjaan tidak dipungut biaya, anda harus berhati-hati saat melamar pekerjaan.

    Pastikan anda mengisi form lamaran yang dituju terlebih dahulu dan menunggu HRD perusahaan menghubungi untuk interview.

    Disclaimer: pastikan anda membaca deskripsi dan intruksi dari lokercepat.id agar tidak mengalami kejadian yang tidak mengenakkan saat melamar pekerjaan. Karena kami adalah situs berbagi lowongan pekerjaan dengan sumber dari internet, koran, dan TV.

    Tips dari admin. Gunakan bahasa yang sopan dan promosikan diri semenarik mungkin agar HRD/Staff terkait tertarik dengan anda.

    Semoga sukses mendapat pekerjaan yang diinginkan.

    Intruksi Melamar Pekerjaan

    1. Buka link "Lamar Sekarang" di atas
    2. Jika belum punya akunnya, silahkan daftar terlebih dahulu, buat profile/unggah resume sesuai dengan data diri anda
    3. Jika sudah mendaftar kalian bisa langsung login
    4. Promosikan diri anda lewat form lamaran kerja yang tertara
    5. Selesai, silahkan tunggu.

    Bagikan Loker ini

    Deskripsi Perusahaan

    PT Aplikasi Karya Anak Bangsa, yang lebih dikenal dengan nama GO-JEK Indonesia, adalah perusahaan teknologi yang berbasis di Indonesia. Didirikan pada tahun 2010 oleh Nadiem Makarim, GO-JEK memulai perjalanannya sebagai layanan ojek online namun sekarang telah berkembang menjadi salah satu perusahaan teknologi terbesar di Indonesia.

    GO-JEK menyediakan berbagai layanan yang mencakup transportasi, pengiriman barang, pembayaran digital, serta berbagai layanan lainnya yang memudahkan masyarakat dalam menjalani kehidupan sehari-hari. Layanan transportasi GO-JEK secara khusus telah membangun fondasi yang kuat dan menjadi salah satu tulang punggung industri transportasi online di Indonesia.

    Perusahaan ini memiliki visi untuk menghadirkan solusi yang inovatif dan berdampak positif bagi masyarakat Indonesia. GO-JEK berkomitmen untuk memberdayakan mitra pengemudi yang telah menjadi bagian penting dalam pertumbuhan perusahaan ini. Selain itu, GO-JEK juga terus berinovasi dan beradaptasi dengan perkembangan teknologi guna memberikan pengalaman pengguna yang semakin baik dan efisien.

    GO-JEK Indonesia memiliki misi untuk meningkatkan kualitas hidup dan kesejahteraan masyarakat Indonesia melalui layanan-layanan yang ditawarkan. Selain itu, perusahaan ini juga memiliki tujuan untuk meningkatkan inklusi keuangan dengan memperluas akses ke layanan keuangan digital bagi masyarakat yang belum terjangkau oleh perbankan konvensional.

    Dengan pertumbuhan yang pesat dan kehadirannya yang kuat di berbagai kota di Indonesia, GO-JEK terus berupaya mendukung perekonomian lokal dan menciptakan lapangan kerja. Perusahaan ini juga terlibat dalam berbagai program sosial dan kegiatan lingkungan untuk berkontribusi pada pembangunan berkelanjutan di Indonesia.

    Info Perusahaan

    • Industri:
    Loker ini cocok untuk anda yang tinggal di provinsi: DKI Jakarta