“Customer-First Squad” of Tokopedia Care.
“Name is a prayer and hope.”
Parents always try their best to choose the perfect baby name, as a person’s name is the greatest connection to their own identity and individuality. Just like parents, Tokopedia Care is also aware that every small act we take will have an impact on our customers, and that our name will be an everlasting part of our identity.
Therefore, we believe that the name that we give to our frontliners will also have an impact. A proverb once said, “name is a prayer and hope”. It tells a story of who you are and what you shall be and become. Therefore, we decided to attach our vision and values to our name.
Tokopedia Care Service Vision & Core Values
As a team that is responsible for providing the best service experience for Toppers or Tokopedia customer, Tokopedia Care needs to actualize our service vision to become #SahabatTerbaikToppers, Toppers’ best friend who is reliable in giving the best service experience, creating opportunities, and growing together with Tokopedia.
In order to continue our journey towards achieving our vision, Tokopedia Care has 4 pillars or core values, namely FIRST, an abbreviation of Friendly, Proactive, Simple, and Trusted. Friendly means that we will always be there to understand the needs, wants, and feelings of our customer and consistently provide the best service experience for them.
We believe that recognizing and having a better understanding of our customers’ needs and problems crucial. Therefore, the Proactive values that we embed in our work everyday will guide us to provide not only the best solutions and recommendations, but also added values that can exceed customers’ expectations.
No one likes complicated things, so in Tokopedia Care we make everything more Simple. Our customers just need to sit and relax while we solve their issue related toTokopedia for them. One of the key elements to maintaining a strong relationship with customers is Trust. As their best friend, we will be the one whom customers can always depend on, the one who always keeps one’s word, and most importantly the one who is always responsible.
From Customer Care Agent to Customer-First Squad
We know that Tokopedia Care and our frontliners have been there to accompany our customers for 11 years since Tokopedia started their journey. We are not a baby anymore, so why do we need to change our name from Customer Care Agent to Customer-First Squad (CFS)?
As mentioned before, a name tells a story of who you are and what you shall become. It leads us to attach our values to our frontliners, so they can live with it. Also, as you might have noticed, we have the aforementioned FIRST values embedded into our new name. The word FIRST not only represents our values, but also states to our customers that they always come first, showing that they are our priority.
We will no longer use the term Agent. Instead, we will use the term Squad which can be interpreted as Vanguards who work hand-in-hand with other teams to provide the best service experience for our customers. Moreover, the Squad is also at the forefront of Tokopedia’s customer service and the ultimate example of one of Tokopedia’s DNAs, Focus on Consumer.
Customer-First Squad is not only the name or the job title of our frontliners, it is our commitment and hope to what we shall become. #SahabatTerbaikToppers
