Account Management Merchant Support - Mokapos

Job Description

About the Role
We are looking for a competent Account Management Merchant Support who will play a pivotal role in supporting the Account Management team for assisting VIP merchant partners with technical problems when using our products & services. The role is best suited for a motivated, dependable, team player who thrives in a fast-paced work environment.
The ideal candidate will be experienced in customer service. We expect you to be a reliable professional, an excellent communicator and able to multitask.
Your overarching goal is to deliver excellent customer support during the after-sales procedures, and build them into long-term profitable relationships.

What You Will Do

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries and communicating with customers through various channels.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Identify customer needs and help customers use specific features.
• Contribute to team effort by accomplishing related results as needed.

What You Will Need

• At least 1 year working experience in customer service
• Excellent time management, problem-solving skills and attention to details
• Superior verbal and written communication skills in both English and Indonesian
• Ability to work and thrive in a fast changing environment and overcome obstacles
• Familiarity with Excel, Google Docs, Sheets, Slides

About the Team
The Commerce Enablement team is a family of 120+ engineers based in Jakarta, Singapore, and India. We consistently strive to implement solutions that allow our merchant-partners in Indonesia (and the greater Southeast Asian region) to sell their products both online and offline. We also work to improve the merchant-partner experience by product innovation and integration with the rest of the Gojek ecosystem.
Internally, we promote a culture of engineering excellence, learning, and guided career growth. We advocate sustainable engineering practices, innovation, and working smart more so than working hard. We aim to be a world-class organization, implementing world-class solutions, with world-class engineers leading the way.
Our portfolio of products include merchant-facing solutions that enable our subscribed merchant-partners to sell their goods and services both online and offline. Southeast Asia is a highly dynamic market, where products have to react promptly to market trends and shifts, and where product managers and business leads need the flexibility to experiment and iterate fast. With that in mind, from an engineering perspective, our challenges are to evolve a general platform for e-commerce that is sufficiently versatile to support rapid product iterations across multiple products, as well as scaling up to an ever-growing user-base. To tackle these challenges, we have adopted event-driven architectural patterns in our engineering designs, as well as agile practices across all our day-to-day processes.
This COVID era has been hard on all of us. Off-hours, we are doing our best to stay in touch and continue to bond through fun online activities. Once COVID is over, we are looking forward to resuming our regular team-wide social activities such as dinner-and-drinks evenings and team off-sites.
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.