Perkuat Layanan dan Keselamatan, inDrive Perluas Tim Customer Service di Indonesia

JAKARTA - Global ride-hailing platform inDrive strengthens its commitment to providing safe and reliable transportation services in Indonesia by making a significant expansion to its Customer Service team. This step is part of the company's strategy to support business growth while increasing user and driver confidence in the country.

The expansion is aimed at responding to the increasing need for responsive assistance services, especially in dealing with crucial issues such as emergency button activation in the application, driver verification and background, to handling incidents during the trip. Currently, the inDrive Customer Service service has been operating 24 hours a day and seven days a week.

Country Manager inDrive Indonesia, Rio Aristo said, strengthening customer service is a top priority in line with the company's business expansion in Indonesia.

"As inDrive grows in Indonesia, we ensure that customer service remains our main focus. This expansion allows us to provide faster and more empathetic support, while ensuring the safety of users and drivers on every trip," he said.

This human resource addition is expected to maintain the continuity of services in all operational areas, both in large cities and tier 3 cities. The inDrive Customer Support operational center is currently centered in Jakarta, supported by regional hubs and offline services in a number of cities, such as Medan, Bali, Bandung, and Surabaya.

In the future, inDrive also plans to expand the scope of its Customer Service services to Manado and a number of other cities, in line with the increasing number of users and drivers in Indonesia. This expansion step is considered important to maintain service quality in the midst of increasingly tight competition in the ride-hailing industry.

With the strengthening of the Customer Service team, users and drivers are expected to receive a shorter response time and a more proactive problem-solving process. The special team that was formed was also equipped with safety protocols to handle various issues in real time.

In addition to impacting the improvement of service quality, this expansion also opens up job opportunities for local talent and supports the development of the national ride-hailing industry ecosystem. inDrive considers investment in human resources to be the key to creating sustainable business growth.

Armed with operational experience in more than 48 countries, inDrive is targeting the transformation of customer service towards a Service Excellence ecosystem through a program of continuous professional development and the implementation of more advanced performance metrics.

The company emphasized that it would continue to prioritize a people-first approach in building a technology-based mobility ecosystem that is safe, transparent, and competitive in Indonesia.