E-Commerce Customer Service Supervisor (Full-Time)

瑾萱电子（深圳）有限公司; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading e-commerce company is seeking an E-Commerce Customer Service Supervisor in Jakarta Utara to manage daily customer inquiries and enhance satisfaction on platforms like Shopee and TikTok Shop. Candidates should have a Bachelor's degree, bilingual proficiency in English and Indonesian, and experience in cross-border e-commerce. The role offers a competitive salary and focuses on improving customer service processes.

Qualifications

• At least two years of cross-border e-commerce customer service experience.
• Experience with Southeast Asian e-commerce platforms like Shopee, Lazada, or TikTok is preferred.
• Ability to handle stress and customer relationships independently.

Responsibilities

• Responsible for daily customer service for various platforms.
• Handle returns, complaints, and disputes to maintain customer satisfaction.
• Assist in process optimization and gather feedback for improvements.

Skills

Customer service expertise

Excellent communication skills

Adaptability

Proficiency in English

Proficiency in Indonesian

Education

Bachelor's degree or higher

Tools

Excel

Customer service systems

Job description

E-Commerce Customer Service Supervisor (Full-Time)

E-Commerce Customer Service Supervisor (Full-Time)

Job Responsibilities

1. Responsible for 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.
2. Handle returns, exchanges, complaints, and disputes, maintain positive store ratings, and enhance customer satisfaction.
3. Familiarize yourself with the platform rules and policies of each Shopee and TikTok Shop platform, ensure compliance with communication and handling procedures, and promptly provide feedback to the team on the latest rules and customer needs.
4. Assist in developing and optimizing customer service processes and script templates to improve response efficiency and conversion rates.
5. Gather customer feedback and market feedback, maintain communication with the operations and product teams, and drive service and product optimization.
6. Complete other customer service-related tasks assigned by supervisors.

Job Requirements

1. Bachelor's degree or higher, with at least two years of cross-border e-commerce customer service experience (experience with Southeast Asian e-commerce platforms such as Shopee, Lazada, and TikTok Shop is preferred).
2. Proficiency in English (can be used as a primary working language) and Indonesian; proficiency in Chinese is a plus.
3. Excellent communication skills, adaptability, and ability to handle stress.
4. Responsible, patient, and service-minded, able to independently handle issues and maintain customer relationships.
5. Familiarity with Excel, customer service systems, and office software. Experience in data analysis and multi-store customer service management is preferred.

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Supervisor?
• Do you have customer service experience?
• How would you rate your English language skills?
• Which of the following languages are you fluent in?
• Which of the following Microsoft Office products are you experienced with?
• How much notice are you required to give your current employer?