About the Role: We are looking for a responsible and experienced team leader to join our dynamic team as a Customer Service Team Lead! In this role, you&aposll be responsible for leading our e-commerce customer service team, enhancing the support experience on platforms like Shopee and TikTok, optimizing both pre-sale and post-sale service, and driving business performance to achieve our targets. Join us in creating an outstanding customer experience!
Key Responsibilities:
- Manage the Indonesia-based customer service team, including scheduling, attendance, performance assessments, training, and daily operations to ensure smooth business functions.
- Provide guidance and support for pre-sale and post-sale activities, delivering professional and timely customer consultations and solutions to boost customer satisfaction.
- Be familiar with front-line customer interactions, actively support live support operations, handle complex issues, complaints, and negative feedback with practical solutions.
- Organize regular training sessions to improve team skills and continually optimize service processes and efficiency.
- Monitor team performance metrics, develop improvement plans, and foster team member growth.
- Collect and analyze user feedback and product suggestions to help continuously refine our products and services.
- Collaborate actively across departments, support other company initiatives, and assist with daily administrative tasks.
Qualifications:
- Prior experience managing customer service teams on platforms like Shopee, TikTok, Lazada, or similar is preferred.
- Excellent communication and coordination skills, with a talent for motivating and leading teams.
- Proactive, responsible, and a strong team player.
- Fluent in Indonesian and English communication skills.
- Ability to work under pressure and handle unexpected situations effectively.
What We Offer:
- Comprehensive onboarding and training to help you quickly settle into your new role.
- A positive, collaborative work environment that values employee growth.
- Flexible working arrangements, including remote work opportunities (subject to company policy).
- The chance to work with a young, energetic team.
- Access to a leading industry platform for continuous skill development and career growth.
If youre passionate about leading teams, excel at communication and coordination, and want to make an impact in the e-commerce customer service field, wed love to hear from you! Whether youre a rising manager or an experienced professional with strong team leadership skills, send us your resume today.
