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Customer Experience Team Lead

Jakarta, Indonesia (On-site)

Customer Experience Team Lead

1 Month ago • 5 Years + • Operations

About the job

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Job Description

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They say no man is an island, and this notion holds particularly true for this role. As our KYC Complaint handling Team Lead, you’ll be an instrumental cog in the verifications wheel of Gojek that directly impacts the company’s ability to ensure its adherence to implementing a robust Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) in compliance to regulation. You will be in the driver seat to translate company goals into initiatives with tangible result by doing cost and benefit analysis

What You Will Do

Manage Ops team that handles incoming complaint related to KYC on a day to day process
Liaise with counterparts both internal and external in regards to complaint handling and escalation process regarding KYC for all partners both internal and external.
Identify the end user’s or client’s pain points based on trend of incoming complaint and come up with the proposal on how to address the pain point
Give insights and feedback regarding complaint handling trend and room for improvement to the KYC Manager

What You Will Need

A relevant Bachelor Degree.
Minimum of 5 years of experience handling complaints and liaising with external clients related to complaint handling.
Should have a working experience in a financial institution is a plus
Strong sense of seamless customer experience.
Team player (adaptable, communicative, strategic, collaborative)
Proficiency in English both active and passive is a must

About the Team

Our KYC team, a subsidiary of the Payment Platform Team, consists of a whole village to create a proper KYC and KYB process from Data Science, Engineers, Product, etc based in Jakarta. Working alongside the Legal, and Compliance Team, we are predominantly concerned with adhering to the robust EDD and CDD while maintaining good service and SLA to our customers.

We are a tight-knit group made up of free thinkers, Marvel fans, sports enthusiasts, and wannabe bakers. We work hard and play hard, and believe it or not, we actually enjoy each other’s company!

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.

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About The Company

GoTo Group

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GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.

GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.