Lowongan Kerja Merchant Issue Resolution Experience Manager di Gojek

Posisi	Merchant Issue Resolution Experience Manager
Tanggal	07 Juli 2025
Penutupan	06 Agustus 2025
Perusahaan	Gojek
Kota	Jakarta \| ID
Tipe Kerja	Full Time

Deskripsi Pekerjaan:

Info Terbaru Seputar Pekerjaan dari Perusahaan Gojek sebagai posisi Merchant Issue Resolution Experience Manager. Jika Lowongan Kerja Merchant Issue Resolution Experience Manager di Jakarta ini sesuai dengan kriteria anda silahkan langsung mengirimkan lamaran / CV Terbaru anda melalui situs loker terkini dan terupdate Lokerindo.ID.

Setiap pekerjaan mungkin tidaklah mudah untuk dilamar, karena sebagai kandidat baru / calon pegawai harus memenuhi beberapa kualifikasi dan persyaratan sesuai dengan kriteria yang dicari dari Perusahaan tersebut. Semoga info karir dari Gojek sebagai posisi Merchant Issue Resolution Experience Manager dibawah ini sesuai dengan Kualifikasi anda.

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 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.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

#LI-ONSITE

Info Pekerjaan:

Perusahaan: Gojek
Posisi: Merchant Issue Resolution Experience Manager
Lokasi Kerja: Jakarta
Negara: ID

Cara Mengirimkan Lamaran:

Setelah membaca dan mengetahui kriteria serta kebutuhan minimum kualifikasi yang telah dijelaskan dari info pekerjaan Merchant Issue Resolution Experience Manager di kantor Jakarta di atas, segera lengkapi berkas lamaran kerja seperti surat lamaran kerja, CV, FC ijazah, transkrip, dan pelengkap lainnya seperti yang telah dijelaskan di atas. Kirim melalui link Halaman Selanjutnya di bawah ini.

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