Existing Supply - Customer Success Specialist - Fleet Monetization
GoTo Company
- South Jakarta, IndonesiaPasaraya Blok M Gedung B Lt. 6, Jalan Iskandarsyah II No.7, RW. 2, Melawai, Kebayoran Baru, South Jakarta, DKI Jakarta, Indonesia, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 5 years ago
2019-03-30T17:00:00+00:00Job closed.
Job Description
- Responsible for overall fleet monetization driver’s satisfaction
- Conduct monthly driver satisfaction survey, analyze results, and create actionable insights to improve driver satisfaction score
- Communicate with drivers and handle driver complaints and issues with regards to fleet monetization, and diagnose, troubleshoot and resolve issues
- Work closely with other fleet monetization verticals (especially conversion specialist and technical support unit) to keep the online hours of installed fleet monetization products high
- Compile monthly reports on driver customer satisfaction and issues, and ensure that incidents, resolutions and root cause analysis by products are well-documented
- Isolate and identify areas of improvement, and work with management on customer service initiatives
- Utilize social media to respond to customer complaints and praise
- Create scripts and SOPs for driver customer support phone calls
- Supervise and train agents on how to adequately address fleet monetization complaints
Minimum Qualifications
- Bachelor’s degree from Top Universities, preferably majoring in Psychology, Business or Humanities-related fields
- 1-3 years experience in Customer Support, preferably in the Startup environment
- Strong empathy and communication skills with the ability to diagnose and analyze issues
- Ability to work independently in a professional and teamwork driven setting
- Self-motivated, work quickly, and able to adapt to changing conditions
- Strong stakeholder management abilities and ability to collaborate with passion across the Go-Jek org structure to meet key objectives
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, South Jakarta, DKI Jakarta, Indonesia
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About GoTo Company
GoTo Group is the largest digital ecosystem in Indonesia, with a mission to “empower progress” by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy. GoTo’s ecosystem comprises of on-demand transport, e-commerce, food and grocery delivery, logistics and fulfillment, and financial services through the Gojek, Tokopedia and GoTo Financial platforms.