E-Commerce Customer Service Supervisor

ANKER INDONESIA; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A prominent e-commerce support company in Jakarta Utara is seeking a customer service representative to engage with customers on platforms like Shopee and TikTok. Responsibilities include handling inquiries, managing complaints, and improving service processes. The ideal candidate will enhance customer satisfaction while ensuring compliance with platform standards.

Responsibilities

• Provide daily customer service for Southeast Asian platforms.
• Handle returns, exchanges, complaints, and disputes.
• Ensure compliance with platform rules and policies.
• Assist in optimizing customer service processes.
• Gather and communicate customer feedback.

Job description

Responsibilities

• Provide daily customer service for Shopee, TikTok Shop, and other Southeast Asian platforms; respond to customer messages promptly and answer questions about products, orders, logistics, and after-sales service.
• Handle returns, exchanges, complaints, and disputes; maintain positive store ratings and enhance customer satisfaction.
• Familiarize yourself with the platform rules and policies of Shopee and TikTok Shop; ensure compliance with communication and handling procedures; promptly provide feedback to the team on the latest rules and customer needs.
• Assist in developing and optimizing customer service processes and script templates to improve response efficiency and conversion rates.
• Gather customer feedback and market feedback; maintain communication with the operations and product teams; drive service and product optimization.