E‑Commerce CS Leader (Mandarin & Indonesian)

PT SWEET NIGHT INNOVATION INDONESIA; Jakarta Barat; On-site; IDR 240,000,000 - 400,000,000; Full time

Job summary

PT SWEET NIGHT INNOVATION INDONESIA is hiring a Senior Customer Service Manager to oversee daily CS operations for Shopee and TikTok Indonesia, manage shifts, and drive process improvements. The role requires strong leadership, Mandarin proficiency, and extensive e-commerce CS experience.

You will coordinate after-sales activities, liaise with the warehouse, and ensure service standards while reporting performance metrics to management.

Qualifications

• Bachelor’s degree or higher; Indonesian citizen with valid work rights.
• Fluent in Chinese (Mandarin) – both written and spoken; native/fluent in Indonesian.
• At least 5 years of customer service experience, with minimum 2 years in e-commerce team management.

Responsibilities

• Oversee daily customer service operations for Shopee/TikTok Indonesia team.
• Coordinate after-sales handling including calls, returns/exchanges, and logistics follow-ups.
• Manage team shift scheduling, supervision, training, and ticket quality review.
• Compile daily after-sales data and reports; maintain issue logs and optimize procedures.
• Serve as bilingual liaison with the Chinese domestic CS team and management; report on complex cases.

Skills

Chinese (Mandarin)

Indonesian language

Data analysis

Leadership

Education

Bachelor’s degree (S1)

Tools

Microsoft Office

Google Workspace

Job description

PT SWEET NIGHT INNOVATION INDONESIA is hiring a Senior Customer Service Manager to oversee daily CS operations for Shopee and TikTok Indonesia, manage shifts, and drive process improvements. The role requires strong leadership, Mandarin proficiency, and extensive e-commerce CS experience.

You will coordinate after-sales activities, liaise with the warehouse, and ensure service standards while reporting performance metrics to management.