Job description for E- Commerce Customer Service Supervisor (Mandarin Speaker) at PT. Sweet Night Innovation Indonesia
Job Informations
- 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.
