Senior CS Manager, Cross Border eCommerce

Shopee; Indonesia; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

Shopee Indonesia is seeking an experienced customer service professional to support JP cross-border sellers via our in-house system, delivering high-quality responses and timely inquiries resolution. You will handle challenging seller interactions, including policy and potential legal issues, and coordinate with internal teams on payments, listings, and back-end systems.

By analyzing seller feedback and data, you will identify trends, refine resolution processes by inquiry type, and drive

Qualifications

• Bachelor's degree with at least 7 years of experience in ecommerce or CS service on the platform.
• Knowledge of e-commerce legal frameworks and customer service operations is desirable.
• Strong written and verbal communication supported by data-driven insights.
• Ability to manage multiple stakeholders and coordinate cross-functional teams.
• Proactive, energetic, team player with a collaborative attitude.

Responsibilities

• Deliver high-quality customer service to JP cross-border sellers through Shopee in-house support system.
• Handle challenging seller interactions, including those involving policy or legal complexities.
• Coordinate with internal stakeholders on payments, product listings, back-end systems, and extra Q&A for JP cross-border sellers.
• Continuously optimize systems and processes by using data and seller feedback to identify inquiry trends and root causes.
• Collaborate with internal teams such as Business Development, Seller Management, Logistics to identify issues and opportunities for process improvement.

Skills

Customer service

Stakeholder management

Data analysis

Policy/legal knowledge

Communication

Cross-functional teamwork

Education

Bachelor's degree

Job description

Job Description:

• Deliver high-quality customer service to JP cross-border sellers through Shopee in-house support system, continuously improving inquiry resolution processes.
• Responsibility includes handling challenging seller interactions, particularly those that may involve legal complexities and policy violations.
• Proactively communicating with relevant internal stakeholders to escape operational/logistic issues, mainly concerning payment, product listings, back-end systems, and extra Q&A on behalf of JP cross-border sellers.
• Continuously optimizing our systems and internal processes by using data and seller feedback to identify inquiry trends and root causes, improve resolution processes by inquiry type, and measure the impact of improvements on customer satisfaction and business performance.
• Cooperate 360 degrees with internal stakeholders such as the Business Development team, Seller Management, Logistics, and other teams to identify issues and discover new opportunities for process improvement and business growth.

Requirements:

• Bachelor's degree with at least 7 years of experience in the ecommerce industry or CS service area on the platform
• Working knowledge of legal frameworks related to e-commerce and customer service operations is desirable
• Logical thinking and presentation skills based on objective data information
• Strong oral and written communication skills
• Ability to manage multiple stakeholders and facilitate multi-lateral communications
• Work well with cross-functional teams with proactive communication
• Positive, team player, and energetic attitude