Customer Service Management

Tentang Anak; Jakarta Pusat; On-site; IDR 180,000,000 - 340,000,000; Full time

Job summary

Tentang Anak is building the leading parenting ecosystem in Indonesia. We seek a Customer Service lead to own marketplace CRM operations, handle complaints end-to-end, and manage order-to-cash for key direct accounts.

You will oversee three platforms, drive CSAT improvements, coordinate with supply chain and logistics, and supervise external agents to ensure service excellence for families and B2B partners.

Qualifications

• 3–5 years of customer service or operations experience, preferably in ecommerce.
• Experience with CRM or ticketing systems and optimizing workflows.
• Familiarity with marketplace platforms (Shopee, Lazada, TikTok Shop) or direct B2B accounts.
• Experience handling refunds, returns, or disputes.
• Strong ownership mindset to resolve customer issues and improve processes.

Responsibilities

• Run day-to-day customer service across multiple marketplace platforms.
• Manage CRM templates, SLA adherence, and chatbot quality.
• Monitor CSAT and response times; report weekly on trends.
• Own end-to-end complaint settlements including refunds and returns.
• Coordinate with supply chain for order-to-cash for direct accounts.
• Provide feedback to external agents and support quality improvements.

Skills

Customer Service

CRM Systems

Marketplace Platforms

Complaint Resolution

Tools

Zendesk

Freshdesk

Job description

About The Role

We're building the leading parenting ecosystem in Indonesia, reaching families through our multiple products (personal care, vitamin, intellectual property) and services. Our customers trust us to get their orders right and respond to their concerns quickly. As we scale across multiple marketplaces (Shopee, TikTok Shop, Lazada) and direct-serve modern trade accounts, we need someone who can own customer operations end-to-end.

As our Customer Service you'll be the operational backbone of customer satisfaction and B2B account execution. You'll own marketplace CRM operations, manage customer complaint resolution from start to finish, and execute order-to-cash for our key direct accounts. You'll make independent decisions, identify process improvements, and coordinate across teams without formal authority—because you understand the customer problem better than anyone.

What You'll Own

Marketplace CRM Operations & Customer Service

• Run day-to-day customer service across three platforms: Shopee, TikTok Shop, and Lazada.
• Own the CRM and chat tooling—ensure templates are current, response SLAs are met, and chatbot quality stays high.
• Monitor chatbot-assisted response quality and flag recurring failure patterns for root cause analysis.
• Track marketplace CSAT and response-time metrics; report weekly to ensure visibility of customer satisfaction trends.
• Identify opportunities to improve response templates, escalation routing, or process efficiency.

End-to-End Complaint Settlement

• Own resolution of customer complaints and disputes across all channels—refunds, returns, and escalations.
• Work within a defined settlement policy and authority matrix; handle direct resolutions independently for any complaints.
• Ensure zero complaints sit unresolved past their agreed turnaround time; track settlement SLA compliance weekly.
• Analyze complaint patterns and recommend policy or process improvements to prevent future issues.

B2B Order-to-Cash Execution for Modern Trade Accounts

• Own order execution and fulfillment for key modern trade direct-served accounts from purchase order through delivery order.
• Ensure accurate order entry, timely fulfillment, and delivery confirmation for each account.
• Coordinate with supply chain and logistics teams to maintain on-time delivery and address fulfillment issues.
• Provide monthly reporting Head of Supply Chain on account performance, order cycle time, and delivery metrics.
• Build account relationships as the day-to-day point of contact; elevate complex account issues to KAM (Key Account Manager) for relationship decisions.

External Agent Supervision & Quality Management

• Work with external customer service agents to ensure quality standards are met.
• Provide daily feedback to agents on response quality, template adherence, and escalation decisions.
• Flag performance issues or training needs to your manager; support quality improvement initiatives.

You're a Fit If You

• Proven track record with 3–5 years of customer service or customer operations experience, preferably in eCommerce or marketplace environments.
• Experience with CRM or ticketing systems (e.g., Zendesk, Freshdesk, or similar) and understand how to optimize workflows in those tools.
• Experience with marketplace platforms (Shopee, Lazada, TikTok Shop, or similar) or direct B2B relationships.
• Handled more than just chat from customers, but also experience managing complaints, refunds, returns, or dispute resolution.
• Have extreme ownership to solve customer problems and provide the best solution to ensure positive experience for our customers.
• Comfortable with working fact-moving environment, adapting quickly, flag issues, and propose solutions.

Nice to Have

• Experience in fast-growing or startup environments.
• Exposure to B2B order management or account execution.
• Experience managing or coaching external agents or contractors.
• Familiarity with supply chain or logistics operations.
• Experience with data analysis or reporting (Google Sheets, basic SQL, or similar).
• Exposure to product or logistics operations.