Responsibilities
#BeOneofOurFaces!
Joining FACETOLOGY means becoming part of a dynamic beauty brand. We are a human-centric environment, driven by the purpose of enhancing quality of life through our products.
As a Admin E-Commerce CS Lead, You Will
- Lead and supervise the customer service team, including scheduling, task delegation, and daily performance monitoring.
- Provide coaching and feedback to improve communication quality, problem-solving, and customer satisfaction.
- Maintain a consistent and brand-aligned tone in all communications across platforms (Shopee, Tokopedia, TikTok Shop, website, and social media).
- Develop and update customer service scripts, FAQs, and response templates.
- Collaborate with E-Commerce, Marketing, Warehouse, and Finance teams to resolve customer issues related to product, logistics, or payment.
- Track and analyze customer satisfaction metrics and operational KPIs.
- Standardize service protocols and ensure all team members are updated on new products, promotions, and platform changes.
Requirements
- Minimum Diploma or Bachelor Degree.
- Minimum 3-4 years in Admin E-Commerce Lead, Customer Service Lead, or related field
- Advance in e-commerce platforms (Shopee, Tokopedia, TikTok Shop, Lazada, etc.) and their operational tools.
- Proven ability to analyze service data and translate customer service insights into actionable improvements.
- Excellent communication and writing skills that aligned with brand voice.
- Strong problem-solving abilities and the capacity to handle challenging situations with professionalism.
- Customer-focused, empathetic, and passionate about delivering exceptional experiences.
- Strong Interest and knowledge in beauty industry.
Placement: Facetology Head Office, South Jakarta 
