Area Operations Staff (Semarang)

About The Role

Area Operations Staff accountable and responsible to support Area Operations Supervisor for all spectrum operation drivers at Area level, including but not limited to hold Kopdar and driver engagement activity, driver acquisition, and consistently helping to solve driver problems on the field. Handle conflict, regulation compliance and maintain stakeholders in the area.

What you will do

• Give empowerment to solve problems
• Handle all the driver community, marketing, and driver care responsibilities on Area
• Ensure problem solving according to agreed process & based on standard operational procedure
• Handle channel walk in center on each Area
• Manage service time, driver and customer satisfaction
• Coordinate with Area Operations Supervisor for day-to-day escalated issues around driver service and customer service
• Manage driver’s problems
• Conceptualizes events, exhibits and other below the line marketing based on the marketing plan

What you will need

• Bachelor degree from top university
• Expert in face to face service
• Willing to improve driver satisfaction
• Able to handle walk in channel
• Fresh graduate or having min. 1 years experience in related area, preferably in customer service
• Experienced in service area (contact center, email etc)
• Having strong analytical thinking and problem-solving skills using various improvement tools (SQL, query, tableau, metabase) and methods

About the team

As a Area Operations Staff, he/she will support the Area Operations Supervisor on a day to day basis. He/she will work very intensively and collaborate with other Area Operation Staff in respective districts. He/she also will work closely with the drivers in the field and will be the first contact for driver to escalate any issues.

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, e-commerce, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek, Tokopedia 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 Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

About Tokopedia

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology. It has been a driving force behind Indonesia's digital development since its foundation in 2009, with more than 99% of districts and empowered around 12 million merchants listed nationwide. With Nakama ranging all across Indonesia, Tokopedia aims to simplify the lives of many to #FindYourPurpose together.