Appeals Junior Manager


  • South Jakarta, Indonesia
    Pasaraya Blok M Gedung B Lt. 6, Jalan Iskandarsyah II No.7, RW. 2, Melawai, Kebayoran Baru, South Jakarta, Jakarta, Indonesia
    South Jakarta
  • Full time
Posted 24 days ago and deadline of application is on 20 Oct
Recruiter was hiring 13 hours ago

Appeals Junior Manager


Job Description

  • Accountable for day-to-day Operations (Appeals) including driver or customer's appeal request management
  • Responsible to manage driver’s or customer's hard complaints.
  • Giving empowerment to solve problems.
  • Coordinate with Head and VP Special Projects for day-to-day escalated issues from driver and customer.
  • Learn from the operations perspective to improve the flow process in handling hard/critical appeal analysis.
  • Ensuring problem-solving according to agreed process & based on the standard operational procedure.
  • Manage all cases in Indonesia (HQ-based) and willing to travel around Indonesia and overseas
  • Manage service time, driver and customer satisfaction.

Minimum Qualifications

  • Minimum 4-5 years of work experience in customer operation
  • Work experience in management consulting / FMCG or similar functions in other industries preferred
  • Hold a minimum bachelor degree and graduated from a reputable university with a strong academic background
  • Strong analytical and problem-solving skills
  • Good in design thinking, process improvement, project management, and fraud handling.
  • “Can-Do” Attitude: A positive attitude and passion for learning in a fast-paced environment
  • Fast & Agile: Ability to excel in a constantly changing and rapidly growing workplace

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Pasaraya Blok M Gedung B Lt. 6, Jalan Iskandarsyah II No.7, RW. 2, Melawai, Kebayoran Baru
IT and Software
1 opening

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About GO-JEK

Established in 2010 as a motorcycle ride-hailing phone service in Indonesia, GOJEK has since evolved to provide on-demand transport and lifestyle services that move the city. GOJEK first established its international footprint in 2018 when the Indonesian first ‘Unicorn’ company entered Vietnam, followed with Singapore, Thailand and The Philippines. Driven by the spirit of spreading positive social impacts through technology, GOJEK’s expansion aims to improve the quality of life of our customers by ensuring efficiency in each market and to be the solution of every day’s frustration. As a true local startup, GOJEK’s mobile application is now the number one online service booking app in Indonesia, with more than 125 million downloads as of December 2018, 21 line of services spread out in over 170+ cities across Southeast Asia, with more to follow in the coming years. Proud to be Karya Anak Bangsa, we continue to strive to be a bar-raising company. This is the place where we get to collaborate with A+ talent. This is where we experience tremendous growth and learning opportunity. This is where we nurture our fast-paced, dynamic and fun-filled culture.