E- Commerce Customer Service Supervisor (Mandarin Speaker)

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

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) – both written and spoken (required); native/fluent in Indonesian.

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.