Senior CS Manager - E-commerce Support Process Improvement

Shopee

Indonesia

On-site

IDR 180,000,000 - 360,000,000

Full time

2 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

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.