Head of Operational

Our first DNA is “Focus on Customer.” Yes, we consider customer as the part of our big family! So, we always striving to build useful products for our dear customer. But a useful product means nothing without good service. So if you have good communication and problem solving skills, join us to give the world class service and experience for all users in Tokopedia.


Responsibilities

  • Maintaining business satisfaction by supporting and encouraging front line staff to exercise and provide superior customer services.
  • Implement attributes, weights, and targets in the Customer Care Group.
  • Monitor staff service performance against the attributes and weights.
  • Appointed as PIC for service standard (implementing a comprehensive Customer Care Group Program to promote a service culture).
  • Ensuring processes and procedures are completed accurately.
  • Build and maintain good relationships with staff through a genuine desire to understand their needs and support them.
  • Uphold high standards of quality and quantity ensuring accuracy of work as well as speed of delivery.
  • Make a SOP for Customer Care system in tokopedia.
  • Make an audit report for implementation of Customer Care SOP.


Requirements

  • Min. 3 years of experience.
  • Candidate must possess at least a Diploma/Bachelor degree in any major.
  • Maximum age 30 years old.
  • Have a background skill in auditee for Customer Care team.
  • Excellent in listening skills, understand exactly what customers require.
  • Strong problem solving skill.
  • Good in using Indonesian language, both oral and written, in accordance with EYD.

Apply for this Position

Personal information

Your Profile