Customer Service Supervisor (E-Commerce)

Customer Service Supervisor (E-Commerce)

• Bachelor's degree in Business, Communications, or related field.
• Minimum 2-3 years of experience in customer service, preferably in E-Commerce or Retail.
• Strong communication skills in English and Bahasa Indonesia (both verbal and written).
• Strong leadership and team management skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency in CRM tools, customer service software, and e-commerce platforms.
• Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
• Willing to work in Central Cikarang

Requirement:

• Manage and coordinate various CS tasks and provide customers with satisfactory pre-sales and after-sales service.
• Lead the CS team to achieve sales performance and be responsible for the deployment and implementation of sales targets.
• Daily management, supervision, guidance, training, and evaluation of the CS team, while improving the feedback and solution process for customer issues.
• Optimize CS quality in all aspects. Formulate CS training plans and organize implementation, continuously improving CS staff's business skills through training.
• Manage customer files and establish customer relationship management methods.
• Use social media and other tools to send promotional and product information to customers.
• Maintain customer relationships and increase customer loyalty while optimizing the company's customer standards.
• Monitor daily returns, replacements, refunds, and after-sales issues; pay attention to platform dynamics, rules, and activities, providing reasonable suggestions for brand development.
• Assist the superior with other brand and store matters; participate in the formulation and implementation of business promotion activities.
• Assess service statistics and prepare detailed reports on team performance.
• Communicate company policies concisely to customers and team members.
• Involved in creating the CS Management plan with the Brand Manager and CS, providing suggestions for manpower planning according to platform traffic and needs.