MCU Learning & Development Specialist

Date Posted: Posted10 hari yang lalu
Salary:
GO-JEK
Jakarta
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Job Description

About the Role
Strap on your helmet and climb on board if you're ready to take on the role of L&D Specialist! As an integral member of the Care unit, you’ll take charge in developing our agents through various trainings that you will create and deliver, ultimately ensuring that they can give the best support to all Gojek merchants. With merchant satisfaction as our north star, you will identify and analyze performance gaps to later turn into material for our Care agents’ development. Your efforts will directly impact all Gojek merchants across all of our platforms, how exciting!


What You Will Do

  • Identify service gaps/areas of improvements and utilize the insights to develop modules & deliver trainings for our merchant-facing agents
  • Map and develop training plans through coordination with Team Leads to ensure proper scheduling across all agents
  • Work closely with the Care Content team to develop scripts for our agents to enable them in giving helpful and empathetic solutions to merchants
  • Work closely with the Care QA team to monitor & evaluate agents’ quality after training

What You Will Need

  • At least 1 year of experience in roles related to Learning and Development
  • Strong communication and presentation skills with experience in conducting trainings both independently and with a team
  • Proven experience in developing handbook/guide/materials as sources of truths during and after trainings
  • Proficiency in English to allow seamless collaboration with stakeholders of all levels, including international teams, through written and oral mediums
  • Ability to move, coordinate, and execute in a time efficient manner to allow for continual iteration is a core competency of our team
  • Familiarity with merchant-related issues from past working experience will be a plus
About the Team
As part of the Service Excellence - Care unit based in Jakarta, the L&D team works alongside internal and cross-functional stakeholders to continuously improve Gojek agents’ service quality through our tailored curriculum & training. By empowering our agents, we aspire to materialize our users and merchants’ voices into reality because there’s always a way. #PastiAdaJalan
We are a close team made up of coffee lovers and Netflix watchers. We enjoy working from home because we can spend time with our families before & after working hours without having to be stuck in traffic jams on the road. We love brainstorming! We often spend time together in zoom to brainstorm some projects and gather opinions before reaching the final decision. We look forward to having you join our fun!
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

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Job Detail

  • Job Id
    e8af863518e379c6
  • Location
    Jakarta
  • Company
    GO-JEK
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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