Current jobs related to Merchant Issue Resolution Experience Manager - Jakarta - GoTo Group
-
Jakarta, Jakarta, Indonesia GoTo Group Full timeAbout The RoleJoin our team and make a real impact As the Merchant Issue Resolution Experience Senior Manager, you and your team will play a pivotal role in driving positive merchant experience when merchants are trying to get resolution for their issues with our platform or with our functions (i.e: Merchant Care Unit). You will collaborate very closely with...
-
Merchant Operations Executive
2 weeks ago
Jakarta, Jakarta, Indonesia PT. Swakarya Insan Mandiri Full time 9,000,000 - 12,000,000 per yearJob Overview:This role focuses on ensuring smooth operational processes by supporting merchant partners from onboarding to ongoing activities. The position involves assisting merchants throughout their journey, collaborating with cross-functional teams (such as Key Account, Operations, Legal, Payment, and Finance), and providing timely support and issue...
-
Ar Collection
2 weeks ago
Jakarta, Indonesia 3M Full timeJob Description: - Internally, this position will be known as Customer Issue Resolution Analyst. - Job Responsibilities: - Process accounts and incoming payments in compliance with financial policies and procedures- - Perform day to day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables’ data- -...
-
Merchant Operation Staff
2 weeks ago
Jakarta, Jakarta, Indonesia byOrange Full time 15,000,000 - 30,000,000 per yearResponsibilities:Verify data through the KYB (Know Your Business) processHandle operational issues faced by merchantsEscalate technical or administrative issues to the relevant teams when necessaryPrepare periodic reports related to merchant onboarding status and activitiesAct as a liaison between internal teams and merchants regarding status updates and...
-
Jakarta, Jakarta, Indonesia GoTo Group Full timeAbout The RoleJoin our team and make a real impact As the Merchant Onboarding & Account Management Experience Manager, you will play a pivotal role in driving positive merchant experience in the onboarding process to our platform and in managing their accounts once they are already in our platform. You will collaborate very closely with the SMB Region &...
-
Merchant Operation Staff
2 weeks ago
East Jakarta, Indonesia byOrange Full time 3,000,000 - 5,000,000 per yearResponsibilities:Verify data through the KYB (Know Your Business) processHandle operational issues faced by merchantsEscalate technical or administrative issues to the relevant teams when necessaryPrepare periodic reports related to merchant onboarding status and activitiesAct as a liaison between internal teams and merchants regarding status updates and...
-
Merchant Integration Engineer
18 hours ago
Jakarta, Indonesia FinAccel Full timeProvide first and second line support to merchants during their implementation of payment processing technology Answer all merchants’ integration related questions, including but not limited to configuration, debugging, documentation, testing, and go live support Manage incidents as related to the integration (investigation, troubleshooting, escalation,...
-
Product Manager
7 days ago
Jakarta, Indonesia GO-JEK Full time**About the Role** In the GoPay ecosystem we deal with 3 primary stakeholders, Customers, Merchants and Payment Providers. In this role you will be working on the internal tooling aspect for Merchants. Which will be working closely with the Ops, Product and Technology teams as well as other stakeholders. We are looking for a quick-learning, self-driven,...
-
Lead Product Manager
7 days ago
Jakarta, Indonesia GO-JEK Full time**About the Role** In the GoPay ecosystem we deal with 3 primary stakeholders, Customers, Merchants and Payment Providers. In this role you will be working on the Merchant Experience charter, which is part of the Merchant Payments vertical in the company. We are looking for a quick-learning, self-driven, and motivated Product Manager who obsesses over...
-
Senior Product Manager
7 days ago
Jakarta, Indonesia GoTo Group Full time**About the Role** In this role, you will drive the vision and execution of a Unified Sales Tooling and Merchant Support platform that transforms how our sales force operates and how merchants experience support across the GoTo ecosystem, supporting our ambitious growth targets. Specifically, you will own the end-to-end product development of a modular...
Merchant Issue Resolution Experience Manager
2 weeks ago
**About The Role**
Join our team and make a real impact As the Merchant Issue Resolution Experience Senior Manager, you and your team will play a pivotal role in driving positive merchant experience when merchants are trying to get resolution for their issues with our platform or with our functions (i.e: Merchant Care Unit). You will collaborate very closely with the SMB Region & Enterprise sales team to get their feedback as the merchants’ guardians, and with the product team who will build products & features based on your inputs. Merchant Care Unit and Sales Excellence will be your companions during this ride. You will have ample opportunity to flex and hone in on your business strategy, multi-tasking, analytical, and time-management skills - catering to the day-to-day needs and issues of our beloved merchants, and ensuring they get the experience they deserve.
**What You Will Do**:
- Create a delightful experience for merchants when they try to get help and/or resolution for their issues with GoFood, GoBiz, or Gojek
- Ensure that merchants have full transparency and clarity when escalating an issue through GoBiz or Merchant Care Unit on how to get help, what to expect from the process, what will the SLA be to get resolution, and that merchants actually get resolution
- Ensure merchants’ issue resolution in Gojek exceeds their experiences on the same with competitors’ platforms in terms of easiness and time spent to get resolution
- Together with the Merchant Care Unit, problem solve the top 10 issues coming from merchants and continuously decrease the number of tickets through improvements on processes and products
- Initiate and lead effort to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and Gojek; and improve merchants’ conversion & stickiness to GoBiz
- Build and continuously improve Merchant Satisfaction (MSAT) score as the quantifiable metric to measure merchants’ satisfaction with GoBiz and Gojek’s services to merchants
- Manage feature/product implementation and rollouts
- Give insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz or with Gojek
- Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively
- Provide regular and ad-hoc impact reports and analyses to leadership team
**What This Role Needs**:
- Minimum 6 years of relevant working experience in strategy, project management, management consulting or other related roles that require strong analytical skills, problem-solving, and business acumen
- A structured and analytical thinking process to develop framework, project charters, and prioritization
- Strong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insights
- Have good presentation skills - esp. the ability to present during problem solving session with other stakeholders (working-level or leadership)
- Solid track record of stakeholder management
- Proficiency in SQL/query is preferred, but not mandatory (would help to succeed in the role and guide team members when doing analysis)
**About The Team**
The Sales Excellence & Merchant Experience team is an integral part of the Food, Ads & Merchants organization, and based in HQ Office Jakarta, Indonesia. Our primary focus is to ensure that the company’s KRs are achieved by providing the support needed for the sales team to excel in their job, and to provide support needed for merchants to grow their business. This could vary from improving business processes, creating BRDs (Business Requirement Documents) for the product team, problem solving on merchants’ top issues, to supporting merchants to set up their promo.
Our relationship within the team is not just about work. We believe in fostering joy and connection, whether over a meal (nobody in our team will ever say no to a good nasi kapau) or through shared laughter. Each team member is not only ready but more than happy to continuously give guidance and support to each other, while maintaining each other’s independence and flexibility. Together we will navigate challenges and seize opportunities, all while empowering merchants to grow with us
**About GoTo Group**
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
**About Gojek**
Gojek is Southeast A
