Hi, just call me Surya, a Bachelor of Economics Business Management. I started my career as a business owner for 3 years, worked as an event organizer for 1 year, and spent more than 5 years in the e-commerce industry as Customer Oriented at Tokopedia, or now as GoTo (PT Gojek and Tokopedia). I always see the workplace as a good place to learn, so during my years of work so far, I have learned several things like interpersonal skills, problem solving, decision making, customer focus, having a strong sense of responsibility in my role, thinking analytically, identifying problems, quick response, risk management, and also being able to set up new business features. The last major job is to make sure all the metrics are on target, tackling technical or non-technical problems. My career in customer orientation has made me understand the need for customers to remain loyal customers, and I am willing to understand the application of the skills I have developed and am interested in learning new techniques while working in a team or individually.So just contact me if you have any interest in me (job-related).
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Customer Excellence - Platform/Account, Apps, Local Service & Physical GoodsTokopedia Feb 2019 - Dec 2022Jakarta, Indonesia• Manage, guide, and improve teams to achieve ops and tribe targets.• Report to the operational chief and tribe leads about the current issues (operational or technical).• As a liaison business unit for handling cases and then providing information to customer service agents.• Dealing with issues/bugs campaigns and user transaction processes from the initial purchase to the final process.• Create SOPs or guidelines for customer service agents.• Improvement/Project (collaboration with the tech team and product manager team) as the initiator to bring new features and the best experience to customers.• Collaborate with business partners if there are external obstacles.• Manage KPIs: SLA, buyer/seller CSAT, and priority/non-priority services.• Data collection and analysis of daily, weekly, and monthly tickets to ensure there are no problems in the future.• Be responsible as a trainer for new members who join this team. -
Service Recovery Management - Logistic SpecialistTokopedia Jun 2018 - Feb 2019Jakarta, Indonesia• Monitoring and reporting of user complaints daily, weekly, and monthly.• Dealing with issues, bugs, logistical system issues, and collaborating with the tech team.• As a liaison business unit for handling cases and then providing information to customer service agents.• Create SOPs or guidelines for customer service agents.• Analyzing logistical problems and coordinating with the Tokopedia partner team regarding problems.• Improvement/Project Logistics (collaboration with the tech team and product manager team) as the initiator to bring new features and the best experience for customers.• Data collection and analysis of daily, weekly, and monthly tickets to ensure there are no problems in the future. -
Operational Logistic SpecialistTokopedia Apr 2017 - Jun 2018Jakarta, Indonesia• Perform case handling and follow-up on customer shipping logistics problems.• Analysts identify logistical problems and coordinate with partner Tokopedia teams regarding problems. • Responsible for reporting an issue or massive issue to the tech and business teams for discussion and the best possible solution.• Resolve problems according to SOP and SLA to provide the best solution.It plays a role in helping solve the customers' problems and questions on Tokopedia by being friendly, proactive, trusted, and simple. -
Event OrganizerFreelance Jan 2016 - Dec 2016Jakarta, IndonesiaOrganizing a whole series of events ranging from planning, preparation, implementation, and assessment in order to help achieve the goals expected by the client to make the event.
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Business OwnerSelf-Employed Jan 2013 - Oct 2016Jakarta, IndonesiaAs an owner, you must sell various products to customers through social media, attend weekly and monthly events, engage in online and offline marketing, and work with a team.
Muhammad Suryadi Education Details
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Business Management
Frequently Asked Questions about Muhammad Suryadi
What is Muhammad Suryadi's role at the current company?
Muhammad Suryadi's current role is Customer oriented & Logistic specialist at Tokopedia.
What schools did Muhammad Suryadi attend?
Muhammad Suryadi attended Bina Nusantara University (Binus).
Not the Muhammad Suryadi you were looking for?
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1praisindo.com
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Muhammad Suryadi
Hse System, Compliance & Training | Auditor Smkp Minerba Registrasi Kait | Hse Management System | Hse Data Analyst | Smkplh | Ims | Csms | Gmp | Proper KlhkSouth Sumatra, Indonesia -
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