Turn Your Constraint Into An Opportunity: Customer Care Across Indonesia
Tokopedia Care is one of Tokopedia’s functions that are responsible for handling customer interactions through assisted channels which are handled by three managed-service partners which spread in three big cities across Indonesia: Jakarta, Semarang, and Yogyakarta. Tokopedia Care only provides a digital channel, such as email, social media, live chat, and online dispute resolution. Tokopedia Care has no call center as channel support. Those channels are supported by 998 frontliners. In addition, at the first funnel, customers are helped by non-assisted channels, like a chatbot, smart autoreply, and resolution bot. So, in general, Tokopedia Care is supported by a two-layer system: smart automation and skilled customer FIRST squad.
Fara Sheila Azalia | Operations Governance & Partnership Associate
Work From Home / Remote Employees (WFH)
Industry Sector Retail / Online Sales