Customer Care Unit Learning Development Specialist

About The Role

Strap on your helmet and climb on board if you're ready to take on the role of L&D Specialist! As an integral member of the Care unit, you’ll take charge in developing our agents through various trainings that you will create and deliver, ultimately ensuring that they can give the best support to all Gojek users (customers). With customer satisfaction as our north star, you will identify and analyze performance gaps to later turn into material for our Care agents’ development. Your efforts will directly impact all Gojek customers across all of our platforms, how exciting!

What You Will Do

• Identify service gaps/areas of improvements and utilize the insights to develop modules & deliver trainings for our customers-facing agents
• Work closely with the Care QA team to monitor & evaluate agents’ quality after training
• Map and develop training plans through coordination with Team Leads to ensure proper scheduling across all agents
• Work closely with the Care Content team to develop scripts for our agents to enable them in giving helpful and empathetic solutions to our customers

What You Will Need

• Familiarity with customers-related issues from past working experience will be a plus
• Strong communication and presentation skills with experience in conducting training both independently and with a team
• Proven experience in developing handbooks/guides/materials as sources of truth during and after training
• Ability to move, coordinate, and execute in a time-efficient manner to allow for continual iteration is a core competency of our team
• At least 1 year of experience in roles related to Learning and Development or Customer Service Operation
• Proficiency in English to allow seamless collaboration with stakeholders of all levels, including international teams, through written and oral mediums

About the Team

As part of the Service Excellence - Care unit based in Jakarta, the L&D team works alongside internal and cross-functional stakeholders to continuously improve Gojek agents’ service quality through our tailored curriculum & training. By empowering our agents, we aspire to materialize our users and merchants’ voices into reality because there’s always a way. #PastiAdaJalan.

We are a close team made up of coffee lovers and Netflix watchers. We enjoy working from home and also work from office to collaborate more intimate and effectiveness. We love brainstorming! We often spend time together in online and offline session to brainstorm some projects and gather opinions before reaching the final decision. We look forward to having you join our fun!

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.