Customer Service

🌸 L2 Customer Service – After Sales | Judydoll Indonesia

📍 Jakarta | Full-time | Beauty Industry

Joy Group, a multinational beauty company headquartered in Shanghai, is bringing the fun and playful spirit of Judydoll to Indonesia! 💖 As our business continues to grow, we’re looking for an experienced L2 Customer Service – After Sales to lead our after-sales support and ensure customer issues are handled quickly, properly, and with care.

🧠 What You’ll Be Doing:

As an L2 Customer Service – After Sales, you’ll take ownership of more complex customer cases while supporting the day-to-day performance of the After Sales team. You’ll work closely with internal teams such as Warehouse, Logistics, Marketplace, and Finance to make sure customer issues are followed up and resolved properly.

💻 Your day-to-day includes:

• Lead and monitor the After Sales team on a daily basis.
• Handle and resolve customer complaints and complex after-sales cases.
• Manage refunds, returns, replacements, damaged/incorrect products, delivery issues, and other after-sales cases.
• Follow up on open cases until they are fully resolved.
• Support team members in handling difficult or escalated customer cases.
• Coordinate with Warehouse, Logistics, Marketplace, Finance, and other relevant teams to resolve customer issues.
• Support team members in handling difficult customer cases.
• Monitor team performance, response time, and case resolution.
• Ensure the team follows SOPs and records customer cases accurately.
• Identify recurring customer issues and communicate insights to the relevant teams for improvement.
• Identify repeated issues and report them to the relevant team.

💄 You’re the one if you:

• Have a minimum of 3 years of experience in After Sales, Customer Service, or Customer Support, preferably in E-commerce, Retail, FMCG, or Beauty.
• Have experience leading, supervising, or coordinating a customer service team.
• Have strong communication, problem-solving, and follow-up skills.
• Are confident in handling customer complaints, escalations, and difficult situations.
• Are fast, responsible, detail-oriented, and able to manage multiple cases at the same time.
• Are familiar with TikTok Shop, Shopee, CRM systems, Excel/Google Sheets, or similar tools.
• Willing to work in a mobile-based team and shift environment.
• Have conversational English communication skills.

🕐 Working Hours:

• Shift-based working hours.
• Must be willing to work weekends and public holidays based on the schedule.
• Working hours and days off may vary depending on schedule.