Customer Service Associate - Financial Services Platform

Job Description

About the Role
As a Customer Care Associate in GoTo Financial Services, you will help us bring the most delightful Customer Care Experience to our users. You will collaborate closely with the Customer Service Head to lead a very skilled and customer-centric team in our contact center. You will be dealing with a number of customer care metrics, such as response time and first contact resolution, and plan as well as execute several improvement projects to improve our current processes and bring down customer pain points to the utmost minimum. You’re responsible for the end-to-end performance of our contact center, from hiring, training to the QA process. The teams that you’ll be working with vary from UX, Product, Collection, Engineer, and other teams related.

What You Will Do

• Lead the day to day customer care operations, making sure all of the performance metrics achieve our OKRs
• Provide a comprehensive report of those performance metrics along with the action items to maintain or improve them on a bi-weekly basis
• Lead improvement initiatives, from documenting the plans to executing it
• Manage our SOP’s; create new SOP’s when there are new features or product launches as well as update the existing ones when necessary
• Act as a communication bridge between your customer care team and other stakeholders, such as Engineer and product team when critical issues arise
• Able to resolve those issue escalations and ensure they’re communicated back to users

What You Will Need

• At least 2 years of working experience in Customer Service or general operations for the Financial Services industry; preferably in the digital lending space but with familiarity with the Customer Service procedures, regulations, and methodology
• Strong ability in planning strategically and analyze problems at hand or those that are likely to take place in the future
• Have good decision-making skills and the ability to navigate through ambiguous situations
• Have good project management skills to handle multiple projects at the same time, from crafting documentation to execution
• Have the ability to work independently with good time management skills in collaboration with cross-functional groups to drive initiatives that aim at achieving OKR’s
• Experience in a fast-paced startup environment is a plus
• Excellent English and Bahasa written and communication skills

About the Team
As part of the GoTo Financial team, especially as the Financial Services Platform Operations Team, based in Jakarta, Indonesia, our team consists of a multitude of cool, multi-talented, and diverse personalities. It is essential that we find a delicate balance for the best customer experience in using our products. That is why we, as a team, really need to have a full understanding of how our strategies on dealing with a number of customer care metrics, becoming a cog in a machine that is determined to provide the best Financial Services product to our customers, and also handling the end-to-end performance of our contact center, hiring, and training to the QA process. We also partner closely with several cross-functional teams to ensure safe and sustainable business growth and reliable Financial Services for our users, our GoTo Financial businesses, and our extended ecosystem.
But hey, it will not be all work by being busy fighting and preventing potential fraud on our business operations as usual and don’t have playtime. We also know how to have fun too. We have lots of engagement events (movie nights, informal talk sessions, home workouts, and other fun events) that you can participate in.
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.