Care Strategy and Customer Experience Manager

Date Posted: Posted30+ hari yang lalu
Salary:
GO-JEK
Jakarta
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Job Description

Location

Jakarta

Work Type

Permanent

Application Posted

October 15, 2021

About the Role
As our Care Strategy & Customer Experience Manager, you'll take the wheel in identifying our customer's and driver-partners' various pain points in efforts to improve their experiences using our services. An integral player within the Service Excellence team, and a constant collaborator with the larger CARE team, you'll help craft a strategic plan to improve Gojek's Call Center's efficiency and business processes moving forward. Your work will ensure that our customers and driver partners get the attention, experience, and opportunities they deserve, while getting to see this impact in their everyday lives.

What You Will Do

  • Monitor Service Excellence team's budget and expenses, and propose initiatives to increase efficiencies which are measured by reduced operational costs
  • Craft strategic plans that will enhance service operations for Gojek's Call Center (i.e. VIP channels, digitization, improved customer experience)
  • Own, manage, and implement initiatives that will streamline Gojek's Call Center’s processes
  • Be the single business contact for the CareTech team in defining requirements for new CareTech products

What You Will Need

  • A Bachelor's degree with at least 7 years of experience in the process or product improvement area
  • Experience working in a strategic team within a call center
  • Experience managing projects/initiatives related to process and operations
  • Strong analytical and problem-solving skills in order to find improvements based on insight gathered
  • Strong interpersonal & communication abilities in order to work with various stakeholders for identifying the gaps and opportunities
  • Fluent in English (written & spoken)
About the Team The Service Excellence team is a group of special project managers based in Indonesia. We strive to provide world-class customer service to Gojek's customers, driver-partners, and merchant-partners alike. In collaboration with the larger CARE team, we take the time to understand our users' pain points and concerns with using our services, come up with solutions to product defects, enhance our existing issue resolution processes to achieve our key results and improve customer satisfaction. Our team shares a deep sense of urgency for identifying problems within and further streamlining our process improvements, since these efforts leave a company-wide benefit and ensure our users are well-tended to and looked out for. Most recently, our team has figured out a way of relying on machine-learning technologies to respond to customer queries at a more efficient rate. We're also collaborating with internal departments to optimize these services and heighten brand awareness. 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. Work from home hasn't been the easiest for some of us, so we've been sharing our favorite ways to prioritize a better work-life balance more than ever before. When we aren't talking about work, our team bonds over our shared love for all kinds of tea, as well as the latest entertaining movies and TV shows to watch and unwind.

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Job Detail

  • Job Id
    1788a96632eba877
  • Location
    Jakarta
  • Company
    GO-JEK
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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