Customer Care Manager

5 hours ago

Jakarta, Indonesia GO-JEK Full time

**About the Role**

As the name suggests, the GoTo Financial Services Platform provides financial services products to GoTo users. As a Customer Care Manager, you will lead the Customer Care team to ensure that every incoming inquiry/request/complaint from customers will be handled excellently. You will embody the mindset of “Customer First” and you will strive to provide Service Excellence.

You will become a cog in a machine that is determined to provide the best financial services product to our customers. Your contribution will be meaningful and will be exposed to a fast-paced, open, and inclusive working environment. Also, you will meet many experts from various teams, and their skills and knowledge will enhance yours. Join us in providing enjoyable financial services within a trustworthy platform that our customers count on and love to come back to

**What You Will Do**:

- Lead the Customer Care team, and making sure and making sure all the service metrics can be met (defect rate, first response time, full resolution time, CSAT)
- Maintain a perfect alignment with the Business to ensure the Customer Service team can provide the best support, and that all business objectives are met
- Coordinate with 3rd party BPO and make sure all daily operations run smoothly
- Provide insights and feedback to relevant stakeholders from Voice of Customers, identify and drive improvements
- Actively participate in any Customer Service related projects
- Liaise with the regulator and ensure Gofin’s compliance, especially in complaint handling area, including but not limited to providing timely data/reports and handling any complaint handling escalation in the regulator’s platform
- Manage operational expenses to ensure it is according to the budget. But also continuously finding improvement opportunities to become more efficient
- Continuously developing the Customer Service team to realize their optimum potential

**What You Will Need**:

- Minimum a Bachelor's Degree in a related discipline
- At least 5 years of experience in Customer service/contact center/management within a fast-paced environment, with concrete experience as a people manager
- Strong leadership, analytical, planning, and problem-solving skills
- A good understanding of Customer Service operations with previous experience in the P2P industry and digital customer service practice will be a plus point
- Computer/digital savvy
- Strong customer experience and service excellence mindset

**About the Team**

As part of the GoTo Financial team, especially as the Consumer Lending Operations Team, based in Jakarta, Indonesia, our team consists of a multitude of cool, multi-talented, and diverse personalities. We work together to provide the best experience to our customers. We 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, 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 GoTo Financial**

GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.

GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.

Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. 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.

  • Customer Care Manager

    5 hours ago

    Jakarta, Indonesia Siemens Healthineers Full time

    Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally...

  • Customer Care

    2 months ago

    Jakarta, Indonesia PT. Labora Duta Anugrah Full time

    Dibutuhkan Resepsionis untuk lokasi di Pancoran, Jakarta Selatan, kualifikasi: - Pria / Wanita - Usia maks. 30 tahun - Good looking - Good Communication skill - Tinggi badan Wanita min. 160 cm - Tinggi badan Pria min. 172 cm - Berat badan proposional - Familiar dengan lingkungan Mall - Dapat mengoperasikan ms. Office (Word, Excel, dll) - Pengalaman Customer...

  • Customer Care

    7 months ago

    Jakarta, Indonesia PT Jaya Makmur Indonesia Full time

    Kualifikasi: - Wanita - Usia Max 30 tahun - Min Pendidikan SMK/D3 Pemasaran - Berpengalaman di bidang customer care/service min 1 tahun - Cekatan, Jujur dan bertanggung jawab Jobsdesc: - Handling customer - memberikan informasi yang jelas mengenai ketersediaan produk kepada customer - Menerima komplain, follow up dan menyelesaikan komplain customer Jenis...

  • Customer Care

    7 days ago

    Jakarta, Indonesia PT Jaya Makmur Indonesia Full time

    Kualifikasi: - Pria/ Wanita - Usia Max 30 tahun - Min Pendidikan SMK/D3 Pemasaran - Berpengalaman di bidang customer care/service min 1 tahun - Cekatan, Jujur dan bertanggung jawab Jobsdesc: - Handling customer - memberikan informasi yang jelas mengenai ketersediaan produk kepada customer - Menerima komplain, follow up dan menyelesaikan komplain...

  • Customer Care

    20 hours ago

    Jakarta, Indonesia PT Jaya Makmur Indonesia Full time

    Kualifikasi: - Pria/ Wanita - Usia Max 30 tahun - Pendidikan D3 Pemasaran - Berpengalaman di bidang customer care/service min 1-2 tahun - Cekatan, Jujur dan bertanggung jawab Jobsdesc: - Handling customer - memberikan informasi yang jelas mengenai ketersediaan produk kepada customer - Menerima komplain, follow up dan menyelesaikan komplain customer Jenis...

  • Customer Care

    2 weeks ago

    Jakarta, Indonesia CV Helo Klin Indonesia Full time

    Memperbaharui data internal dengan informasi tentang progress pemesanan pelanggan. - Menginput data estimasi transaksi setiap pelanggan yang sudah melakukan pemesanan pada data di jadwal. - Memastikan data pelanggan yang sudah melakukan pemesanan sudah di input pada data jadwal. - Melayani dan menjawab pertanyaan customer tentang produk atau layanan yang...

  • Customer Care Staff

    1 week ago

    Jakarta, Indonesia PT. INTI PRIMA RASA Full time

    **Kualifikasi**: - Wanita, Maksimal Usia 26 Tahun - Pendidikan Min D3 / S1 - Pengalaman dalam call centre / customer - Spesialist handling complain customer - Memiliki kemampuan bahasa inggris - Komunikatif / pandai berkomunikasi - Sabar, antusias, empati **Tugas dan Tanggung Jawab**: - Handle call centre untuk customer complaint / PFS Care - Handle...

  • Manager Customer Care

    20 hours ago

    Jakarta, Indonesia FedEx Express APAC Full time

    **บริษัท**: FedEx Express APAC **Job Title**: ID0828: Manager Customer Care **ID การขอจ้างงาน**: RC170066 **ที่ตั้ง**: Jakarta, Indonesia **ประเภท**: Customer Experience **ประเภทงาน**: Regular Customer Support; Oversee All Representative Activities (Including Coaching &...

  • Business Executive Critical Care

    9 months ago

    Jakarta, Indonesia Fresenius Medical Care Full time

    **Key Responsibilities / Accountabilities**: - To achieve the sales target set by the Company for CRRT medical Equipment, Machines & Consumable. - Responsible to for the success of hospital listing as per agreed target, taken into consideration some factors before the listing are followed up e.g. (ability of hospital for supporting CRRT Therapy, competent...

  • Customer Care B2B Team Leader

    7 months ago

    Jakarta, Indonesia Global Tiket Network Full time

    Job purpose: Customer Care B2B Team Leader is responsible to ensure all B2B notification running well as per agreed KPI & SLA **Your main duties in flying with us**: - Monitoring every request and complaint, analyzing cases, providing settlement solutions and recovering to achieve customer satisfaction. - Manage Customer Care B2B teams (Agents) performance...

  • Customer Care Team Lead

    2 months ago

    Jakarta, Indonesia Honest Bank Full time

    **Customer Care Team Lead**: Jakarta, Jakarta - Work Type: Full Time **Role & Responsibilities** - Responsible for Honest Care Operation end to end monitoring including supervision of a group of Customer Care Specialist, ensure the 24/7 operation work accordance to company standard - Provide regular (weekly & monthly) coaching and counseling to all team...

  • Customer Care

    7 months ago

    Jakarta, Indonesia PT SUPER SPRING Full time

    PT SUPER SPRING berdiri sejak 2008 dan memfokuskan diri pada teknologi GPS. Diawali dengan produk GPS Navigasi (petunjuk jalan) yang kemudian berkembang ke produk GPS Tracker (pelacak kendaraan). Bekerja sama dengan penyedia peta: GoogleMaps dan operator terbaik di Indonesia: Telkomsel. Saat ini SUPERSPRING memiliki lebih dari 43 kantor cabang di seluruh...

  • Customer Care Agent

    5 days ago

    Jakarta, Indonesia Kobus Smart Service PT Full time

    Melakukan pekerjaan yang bersifat korespondensi - Handling inbound dan outbond call - Penjelasan terkait produk, promosi, dan pengaduan yang bersumber dari live chat web dan medsos - Melakukan eskalasi ke Team leader terkait dengan penanganan complain - Pendidikan min D3/ Sarjana semua jurusan Memiliki pengalaman sebagai Customer Care Agent (inbound and...

  • Engagement & Development Staff for Customer Care

    7 months ago

    Jakarta, Indonesia tiket.com Full time

    **Your main duties in flying with us**: - ** Assisting The Customer Care Learning & Development Leader in Executing Competition Programs**:Facilitate internal competitions within the customer care division to identify and nurture talent; handle external selection processes and debriefing materials for competitions; assist participant’s needs and...

  • Customer Service Representative

    7 days ago

    Jakarta, Indonesia Inova Care International Full time

    **Customer Service Representative** - Handle inbound and outbound customer service-related calls for members and health care providers. - Research and resolve inquiries regarding the status of a claim, benefit inquiry, eligibility as well as all other relevant information requests regarding a member’s benefit coverage. - Entry of all customer...

  • Customer Care

    9 months ago

    Jakarta, Indonesia RS Columbia Asia BSD Full time

    Customer Care - Applicants should have sufficient qualification and relevant experiences in the respective fields "Waspada terhadap Modus Penipuan pada saat proses interview. Perusahaan tidak akan memungut biaya apapun dalam melakukan proses interview. Mohon segera melaporkan ke kami, jika pada saat Anda diundang untuk interview dan diminta untuk melakukan...

  • Customer Service Klinik

    1 week ago

    Jakarta, Indonesia Calysta Skin Care Full time

    PT Calysta Prima Estetik - Calysta Skin Care sedang membutuhkan: Customer Service Jobdes: 1. Menerima kedatangan pasien 2. Memberikan informasi umum dan layanan yang tersedia 3. Merencanakan dan melaksanakan jadwal control (follow up) 4. Mendokumentasikan data base pelanggan/Rekam Medis 5. Menjaga hubungan baik dengan pasien 6. Melayani pembayaran dari...

  • Customer Care Training

    4 days ago

    Jakarta, Indonesia tiket.com Full time

    We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip. That is exactly what we are tackling as t-fam! Making sure that our 17+ million users have the best experience in crafting their own adventure. Job Summary: Customer Care Training Assistant Manager is responsible to assist Service quality...

  • Customer Care B2B Jr Supervisor

    7 months ago

    Jakarta, Indonesia Global Tiket Network Full time

    Job purpose: Customer Care B2B Jr Supervisor is responsible to ensure the CC B2B Team running well as per agreed KPI & SLA by being an intermediary between the operational functions of customer service and Customer Care Management and to provide insights for Customer Care management to formulate the strategies to increase customer satisfaction **Your main...

  • Admin Customer Care

    7 months ago

    Jakarta, Indonesia PT Onna Prima Utama Full time

    Memberikan pelayanan terhadap keluhan pelanggan dengan baik, sopan dan ramah - Memberikan solusi yang tepat untuk keluhan pelanggan - Memantau proses perbaikan produk sampai pengiriman ke pelanggan, untuk produk yang dikeluhkan. - Memberikan dan membuat laporan customer care - Memberikan analisa terhadap keluhan ke divisi terkait untuk mendapatkan...