Care Agent Experience Intern

Description du poste:

About The Role

As a Care Agent Experience Intern, you'll support the Service Excellence function on several ongoing integration and operational projects. This role is project-based and focuses on partnership coordination, training material development, administrative support, and QA testing for upcoming AI and technology features. If you're detail-oriented, enjoy managing structured processes, and are excited to work on projects involving customer service and new tech, this role is for you.

What You Will Do

* Support day-to-day project execution, including daily standups and coordination across technical and non-technical stakeholders.
* Assist in partnership processes, from vendor selection to supporting project implementation with external parties.
* Help develop training guidelines and documentation for specific project phases.
* Handle administrative tasks such as registering ~300 email accounts for newly onboarded agents.
* Conduct quality assurance checks, including initial testing for new AI-powered phone line features.

What You Will Need

* Active undergraduate student in their 7th-8th semester with minimal schedule conflict.
* Experience managing tasks at an organizational, event, or project level.
* Strong verbal and written communication skills.
* Comfortable with passive English.
* Able to work with basic data, present simple numbers, and willing to handle administrative responsibilities.

About The Team

You'll join the Service Excellence team - a group dedicated to elevating customer experience across GoTo. With GoTo's wide range of products, our work blends creativity, strategy, and technology to help solve customer inquiries effectively. We collaborate closely with internal teams and external partners to ensure that every solution delivered supports a seamless, delightful customer experience.

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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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us