E- Commerce Customer Service Supervisor (Mandarin Speaker)

PT SWEET NIGHT INNOVATION INDONESIA; Jakarta Barat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

PT SWEET NIGHT INNOVATION INDONESIA is seeking a senior customer service leader to oversee the Shopee/TikTok Indonesia team, ensuring excellence in pre-sales inquiries, after-sales handling, and cross-functional collaboration.

The role requires fluent Mandarin and English, 5+ years in customer service with 2+ years in e-commerce team management, strong leadership, data analysis, and familiarity with office suites and seller centers.

Qualifications

• Bachelor’s degree (S1) or higher in a relevant field.
• Fluent in Chinese (Mandarin) and English, both written and spoken.
• At least 5 years of customer service experience, with 2+ years in e-commerce team management (Shopee/TikTok preferred).
• Proficient in Microsoft Office/Google Workspace; familiar with seller centers and chat tools.
• Strong leadership, cross-departmental communication, and data analysis skills.

Responsibilities

• Oversee daily customer service operations for Shopee/TikTok Indonesia team, including pre-sales inquiries and responses.
• Coordinate after-sales handling: outbound calls, returns/exchanges, and liaising with warehouse for verifications and reships.
• Manage team shift scheduling, training, and ticket quality reviews to meet service standards.
• Prepare daily after-sales data, track issues, and optimize procedures.
• Serve as bilingual liaison with Chinese domestic CS team and management, reporting difficult cases and safeguarding store reputation metrics.

Skills

Fluent Chinese (Mandarin)

Fluent English

Team leadership

Data analysis

Microsoft Office / Google Workspace

E-commerce platforms knowledge

Education

Bachelor’s degree (S1)

Tools

Shopee/TikTok seller centers

Aggregated chat tools

Job description

Work Location: West Jakarta (Jakarta Barat)

Shift-based schedule; 5 days on, 2 days off.

Morning shift: 08:00 – 17:00 (1-hour lunch break).

Evening shift: 13:00 – 22:00 (1-hour lunch break).

Job Responsibilities

Oversee daily customer service operations for the Shopee/TikTok Indonesia team, including online pre-sales text inquiries, customer consultation responses, and routine feedback/rating management.

Coordinate full-process after-sales handling such as outbound calls in Indonesian, logistics exception follow-ups, returns/exchanges, damaged/wrong item cases, and compensation negotiations; liaise with the local warehouse for after-sales verification, reshipment, and appeals.

Manage team shift scheduling, daily supervision, script training, and ticket quality review; ensure team members adhere to service standards and promptly address any quality issues.

Compile daily after-sales data and reports, maintain a log of frequently occurring issues, and continuously optimize service procedures.

Serve as the bilingual liaison with the Chinese domestic customer service team and management – reporting work data, difficult complaints, and public opinion risks; follow up on complex cases to closure and safeguard store reputation metrics.

Qualifications

Bachelor’s degree (S1) or above; Indonesian citizen with valid work rights.

Fluent in Chinese (Mandarin) & English – both written and spoken (required).

At least 5 years of customer service experience, with a minimum of 2 years in e-commerce team management (Shopee/TikTok preferred).

Proficient in Microsoft Office/Google Workspace; familiar with e-commerce seller centers and aggregated chat tools.

Strong leadership, cross-departmental communication skills, and data analysis capability.

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