Yogyakarta, June 15, 2022 – Governor of Yogyakarta Special Region (DIY) Sri Sultan Hamengku Buwono X today inaugurated the Tokopedia Care User Service Center in Yogyakarta. Also present at the event were Tokopedia's Vice Chairman and Co-Founder, Leontinus Alpha Edison, and Senior Vice President of Sales Operation and Product, Rudy Dalimunthe.
“The Yogyakarta government commends Tokopedia for establishing Tokopedia Care in Yogyakarta. We hope that this user service center will continue to offer the best solutions for the community. In addition, the presence of Tokopedia Care Yogyakarta can provide jobs for the best and most talented people in Yogyakarta, including women and people with disabilities," said Sri Sultan Hamengku Buwono X.
Tokopedia, through Leontinus, revealed that "During the first quarter of 2022, the number of Tokopedia customers in Yogyakarta nearly doubled compared to the same period in 2021. This growth is one of the reasons for Tokopedia Care's presence in Yogyakarta, as Tokopedia seeks to make it easier for the people of Yogyakarta to obtain the best service possible."
Tokopedia Care Yogyakarta offers the widest employment opportunities for digital talents in Yogyakarta, including women and people with disabilities. "As an Indonesian technology company, Tokopedia believes talents to be the company's greatest assets and that everyone can play a role in our efforts to make digital economic equality a reality,” explained Leon.
Together with PT IGT Solutions, Tokopedia Care Yogyakarta has successfully empowered more than 900 Nakamas, most of which are local talents. As part of the GoTo group, the largest digital ecosystem in Indonesia that includes Gojek, Tokopedia, and GoTo Financial, Tokopedia currently employs more than 6.000 Nakamas across the company.
Empowered by Digital and AI-Based Technology
Tokopedia has put artificial intelligence (AI) at the forefront of all its initiatives, including Tokopedia Care. "Tokopedia is the first Indonesian technology company to successfully implement fully digital customer service,” revealed Rudy.
This means that Tokopedia users can access and resolve all issues quickly, accurately, and transparently through the 24/7 Tokopedia Care service, available through various digital channels including chatbot, live chat, social media, email, and Pusat Resolusi.
The Tokopedia Care service is a manifestation of GoTo Group's business strategy to improve consumer loyalty and facilitate easier transactions within the GoTo ecosystem.
Thanks to its quality services, Tokopedia managed to win several awards in 2021. The awards include the Indonesia Customer Service Quality (ICSQ) Award 2021, Contact Centre World 2021 (Asia Pacific level), Contact Centre World 2021 (Global level), and CX Excellence Asia Award 2021 in various categories.
A Complete and Inclusive Facility
Tokopedia Care Yogyakarta is well equipped to support the productivity of Nakamas from different backgrounds. “The Tokopedia Care building was designed with the disabled in mind. The facility is equipped with special tables for wheelchair users, dedicated walkways, vertical elevators, prayer rooms, and toilets for the disabled,” Rudy explained.
To make it easier for Yogyakarta-based MSMEs in developing their businesses, Tokopedia Care will also be equipped with a Merchant Engagement Hub. The Hub will serve as a place where MSMEs meet, consult with the Tokopedia Care team, and participate in various educational programs.
With the opening of the disabled-friendly Tokopedia Care Yogyakarta, Tokopedia aims to achieve the Zero Barriers goal as part of the GoTo Group's "Three Zeros" sustainability commitment.
In addition to its Zero Emissions and Zero Waste commitments, GoTo is also committed to the values of diversity, equality, and inclusion (DEI) to ensure equal access to the entire GoTo ecosystem.
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