Customer Service Manager (TikTok & Shopee) MANDARIN SPEAKER

PT. Hobe Bar Indonesia; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading E-commerce company in Jakarta Utara is seeking a Customer Service Team Manager to oversee the customer service team for TikTok Shop & Shopee. The successful applicant will manage staff performance, resolve inquiries, and work collaboratively with partners. The role demands proficiency in Chinese and offers a competitive salary, professional training, and opportunities for career advancement.

Benefits

Competitive salary package

Young and dynamic working environment

Professional training in E-commerce

Career advancement opportunities

Qualifications

• Experience in customer service, preferably in E-commerce.
• Solid understanding of online sales processes and complaint resolution.
• Dynamic, responsible, and able to work under high pressure.

Responsibilities

• Manage and coordinate the customer service team.
• Train, coach, and supervise CS staff.
• Prepare regular reports on CS performance.

Skills

Proficient in Chinese

Strong communication skills

Problem-solving

Data analysis

Education

College/University degree in Business Administration, Marketing, or related fields

Job description

Customer Service Team Management & Operations

The successful candidate will manage and coordinate the customer service team for TikTok Shop & Shopee, train, coach, and supervise the performance of CS staff, and establish KPIs and workflows to improve efficiency and service quality.

• Manage and coordinate the customer service team for TikTok Shop & Shopee.
• Train, coach, and supervise the performance of CS staff.
• Establish KPIs and workflows to improve efficiency and service quality.

Customer Service & Issue Resolution

• Ensure customer inquiries are responded to quickly, accurately, and according to process.
• Handle complex cases: complaints, returns, refunds, and order disputes.
• Monitor customer ratings and feedback, and continuously implement improvements.

Data Management & Reporting

• Analyze complaint data, return rates, and CSAT (Customer Satisfaction Score).
• Prepare regular reports on CS performance and propose improvement solutions.

Cross-Department & Partner Communication

• Collaborate with operations, marketing, and logistics teams to ensure the best customer experience.
• Communicate with TikTok and Shopee partners to resolve policy- and support-related issues.

Job Requirements:

• College/University degree in Business Administration, Marketing, Foreign Languages, or related fields.
• Proficient in Chinese (listening, speaking, reading, writing). Strong Chinese communication skills to work with foreign partners/clients.
• Experience in customer service, preferably in E-commerce (Shopee, TikTok Shop, Lazada, etc.).
• Solid understanding of online sales processes, order handling, returns, and complaint resolution.
• Strong skills in work management, problem-solving, and data analysis.
• Dynamic, responsible, and able to work under high pressure.

We offer a competitive salary package, including:

• Salary: From 12 million IDR + Bonus + Allowance (negotiable depending on ability & position).
• Young and dynamic working environment with many growth opportunities.
• Professional training in E-commerce and Customer Experience.
• Career advancement opportunities to higher management positions in operations/business.