Tokopedia’s 11th Anniversary: The 3-Generation Nakama Journey
The journey of 3 Nakama from 3 generations to democratize commerce through technology.
Thus far, 2020 has been a year like no other in our lifetime. Earlier this year, reports surfaced that the COVID-19 pandemic has spread to nearly every continent in the world. Since then, the situation has changed drastically.
Life for some is at a standstill, while for us here at Tokopedia, we have been striving to become a solution for all Indonesians in this era of new normal, while continuing to help restore the nation’s economy and maximize the country’s recovery process from the pandemic.
Unlike Tokopedia’s birthday celebrations in the previous years, we celebrate our birthday this year while following the government’s call to conduct all our activities from home due to the COVID-19 pandemic. Last week on 17 August 2020, Tokopedia finished the Tokopedia Play Festival event, which was held to celebrate Tokopedia’s 11th anniversary that coincided with the Independence Day of the Republic of Indonesia.
The 1-day virtual event that was aimed to ignite positive spirit and motivation during these difficult times garnered massive enthusiasm from our users, as more than 150,000 viewers tuned in to the event that was broadcasted through Tokopedia’s online streaming service Tokopedia PLAY.
Among the interesting and inspirational programs showcased throughout the event, our Nakama, namely Rudy Dalimunthe, VP of Customer Excellence, Tonito, Head of Engineering, and Jessica Stephanie Jap, AVP of Category Development for FMCG, also had the opportunity to share their journey working in Tokopedia.
From talking about their professional working background to sharing their own memorable experiences in Tokopedia, the talk show that was hosted by Andy F. Noya has surely sparked motivation and positive spirit in Nakama and their families.
Check out the key highlights from each Nakama below!
Rudy Dalimunthe, VP of Customer Excellence
Ever since Rudy joined Tokopedia in 2018, his Operations team has grown significantly from 250 to more than 1,700, and also officially transformed from being the Operations team to the Customer Excellence team. Living by our Focus on Consumer DNA, Rudy believes that the voice of customers is very valuable and that every single one of them must be heard.
Especially during the pandemic, more than ever, consumers have been heavily relying on online shopping as an alternative to meet their growing needs. With a high number of transactions occurring on Tokopedia during this time, it’s only normal that we see an increase in traffic and number of tickets for Tokopedia Care to handle.
However, as the government has instructed people to conduct activities from home, and to also ensure the health of our Nakama, Tokopedia has also implemented a Work From Home policy for all Nakama, including those at Tokopedia Care. During times where smooth transactions are more important than ever, Nakama at Tokopedia Care are faced with a challenge to give the best customer experience from their respective homes.
Responding to this challenge, Rudy led the transformation of Tokopedia Care into becoming the first Digital Customer Service that is fully operating digitally, while also utilizing Artificial Intelligence (AI) to ensure a fast and seamless service for Tokopedia users. Within only a month of remote working, the Customer Satisfaction score has increased by 3%, and the Response Time rate has also increased by 4%.
Jessica Stephanie Jap, AVP — Category Development for FMCG
Jessica is responsible for building strategic partnerships between Tokopedia and external parties, especially in the FMCG and Long Tail categories. Previously, she also led the transformation of Tokopedia’s Official Store, providing our users with easy access to quality goods and services.
When asked about her most memorable experience at Tokopedia, Jessica told the host and the audience that she is grateful for the opportunity to collaborate and be involved directly in the advancement of Indonesia’s local entrepreneurs.
Especially during the pandemic, Tokopedia plays an important role in providing easy access to goods and services at transparent prices, while also providing a space for local entrepreneurs to continue to create and build their businesses,
Led by Jessica, Tokopedia has launched numerous online campaigns and festivals to encourage our merchants to sustain their business operations, while playing an important role in ensuring that consumers can fulfill their daily needs, no matter where they are. Among our notable campaigns is the #JagaEkonomiIndonesia campaign where we strived to help restore the nation’s economy and maximize the country’s recovery process from the pandemic, and the #SatuDalamKopi campaign which facilitated local coffee industry players to start selling online.
Tonito, Head of Engineering
Tonito is one of the few long-standing Nakama in Tokopedia. Working for Tokopedia for 8 years now, he is one of Tokopedia’s first engineers who built our website and Android app. As one of the key figures behind the Tokopedia tech team, Tonito is responsible for developing technological innovations in order to bring convenience to our users.
When asked about his journey upon joining Tokopedia, Tonito shared that his experience in being a seller in Tokopedia was actually one of the main reasons he decided to join the company after graduating college. During the talk show, he also shared with theaudience the story of his early days at Tokopedia’s old office in Wisma 77, where it was only him and a couple of hundreds of other Nakama.
Today, Tonito is in charge of managing and developing the Tokopedia iOS app, together with 50 other iOS engineers. His most recent achievements on developing the Tokopedia iOS apps include checking and updating e-money from iOS devices using NFC, extending Tokopedia application usage to Apple watch, and last but not least, configuring the dark mode support in Tokopedia iOS!
