Bilingual E‑Commerce CS Supervisor (Mandarin/English)

PT SWEET NIGHT INNOVATION INDONESIA; Jakarta Barat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

PT SWEET NIGHT INNOVATION INDONESIA is seeking a senior customer service leader to oversee the Shopee/TikTok Indonesia team, ensuring excellence in pre-sales inquiries, after-sales handling, and cross-functional collaboration.

The role requires fluent Mandarin and English, 5+ years in customer service with 2+ years in e-commerce team management, strong leadership, data analysis, and familiarity with office suites and seller centers.

Qualifications

• Bachelor’s degree (S1) or higher in a relevant field.
• Fluent in Chinese (Mandarin) and English, both written and spoken.
• At least 5 years of customer service experience, with 2+ years in e-commerce team management (Shopee/TikTok preferred).
• Proficient in Microsoft Office/Google Workspace; familiar with seller centers and chat tools.
• Strong leadership, cross-departmental communication, and data analysis skills.

Responsibilities

• Oversee daily customer service operations for Shopee/TikTok Indonesia team, including pre-sales inquiries and responses.
• Coordinate after-sales handling: outbound calls, returns/exchanges, and liaising with warehouse for verifications and reships.
• Manage team shift scheduling, training, and ticket quality reviews to meet service standards.
• Prepare daily after-sales data, track issues, and optimize procedures.
• Serve as bilingual liaison with Chinese domestic CS team and management, reporting difficult cases and safeguarding store reputation metrics.

Skills

Fluent Chinese (Mandarin)

Fluent English

Team leadership

Data analysis

Microsoft Office / Google Workspace

E-commerce platforms knowledge

Education

Bachelor’s degree (S1)

Tools

Shopee/TikTok seller centers

Aggregated chat tools

Job description

PT SWEET NIGHT INNOVATION INDONESIA is seeking a senior customer service leader to oversee the Shopee/TikTok Indonesia team, ensuring excellence in pre-sales inquiries, after-sales handling, and cross-functional collaboration.

The role requires fluent Mandarin and English, 5+ years in customer service with 2+ years in e-commerce team management, strong leadership, data analysis, and familiarity with office suites and seller centers.