Location: Jakarta (MCC Tower, 22nd Floor)
Position Type: 1-Year Contract (Third-Party Administrator)
Start Date: ASAP
About Us & The Team
We are dedicated to ensuring a safe, trustworthy, and seamless marketplace for millions of buyers, sellers, and creators worldwide. This role is on a mission to build the world's most reliable e-commerce platform through delightful service experiences.
The Role
As an On-Call Service SME, you will bridge the gap between technology and human efficiency. You will ensure our internal customer service automation accurately routes inquiries to the correct teams. When routing gaps occur, you will dive deep into root-cause analysis, design recovery plans, and optimize our systems to support our global teams 24x7x365.
Key Responsibilities
- Optimize Automation: Monitor and audit auto-routing systems to ensure internal customers are seamlessly connected to the right point-of-contact.
- Continuous Improvement: Identify frequent FAQs and partner with technical teams to optimize chatbot capabilities and self-help tools, empowering users to self-serve.
- Root-Cause Analysis: Conduct deep-dive analyses on ineffective routing or unresolved system gaps, defining and executing swift recovery strategies.
- Project Management: Define, build, and implement operational projects aimed at elevating the internal customer experience.
- Cross-Functional Collaboration: Take total ownership of escalated issues, working closely with process and product teams to close operational loops.
Working Hours & Shifts
To support our global marketplace, this role operates on a rotational shift basis:
- Schedule: 5 days per week, 9 hours per day (Includes a 1-hour meal break and two 15-minute short breaks).
- Shifts (Local Time)
- A: 8:00 AM – 5:00 PM
- B: 9:00 AM – 6:00PM
- C: 2:00 PM – 11:00PM
- D: 4:00 PM – 1:00 AM (Next Day)
- Note: Shift rotations occur on a monthly or bi-monthly basis. Flexibility for overtime (OT) during major e-commerce campaign dates is required.
Qualifications Minimum Qualifications:
- Education: Bachelor's degree or above.
- Experience: 3+ years of relevant experience in crisis management, customer success, escalation management, or call center operations.
- Skills: Strong understanding of standard operating procedures (SOPs), workflow designs, and statistical/business analysis.
- Languages: Excellent written and verbal communication skills in both English and Bahasa Indonesia.
Preferred Qualifications:
- 3+ years of experience in business analysis and reporting management within a Customer Service environment.
- Direct experience working with major e-commerce platforms in the Southeast Asia region.
- Hands-on experience with chatbot optimization and self-service tools.
- Proven track record of conducting data-driven root-cause analysis.
