Mitra Care Service Excellence
PT Bukalapak.com, Indonesia

Bukalapak is currently working remotely due to COVID-19. So, this role doesn’t require you to move at the time being.

• Gathering Mitra’s information related to complaints or feedback to devise solutions for improvement efforts
• Proactively spot and correct any issues that could affect customer satisfaction or retention of Mitra Bukalapak
• Maintain amp; decrease O2O complaints rate along with improving CSAT amp; NPS for Mitra
• Maintaining Apps Store Rating ~4.8
• Communicate closely with Internal PM, Engineers, CSM team and Business owners to resolve Mitra issues that impacted (directly or indirectly) to Mitra Experience
• Lead conversations, conduct business reviews and proactively suggest solutions to integrate business owners, CSM, product and engineering teams to help strategize on new features/improvement
• Having a complete view of customer feedback, complaint, and solution for each issue and provide recommendation to related parties
• Managing Shopping Experiences of Mitra within MBL (Mitra Bukalapak) Homepage

Requirements

• Min. Bachelor Degree
• Min 3 Years of experience in Marketing/ Products / Business / Growth division. Having knowledge in e-commerce/ online to offline/ Ride hailings / Technology would be an advantage
• Understand Marketing, Product Pricing amp; Product Development is a must
• Highly developed written, communication, and presentation skills
• Comfortable with numbers is a must; proven experience in business projection and forecasting
• Familiar with SQL / Tableau / Looker / Redash is a plus
• Exceptional sense of ownership in prioritizing high workload, to multitask and to meet deadlines
• Self-starter with the ability to work autonomously and independently to meet individual performance goals while being a part of a team
• Generic Competencies : Detail and accurate, easy to blend with others, able to work with cross divisional function, ability to work both independently and as a team player

Job Rewards and Benefits