Customer Service Ecommerce Leader (Spv)

Benefit Packages

• Competitive salary and benefit packages.
• BPJS Kesehatan and BPJS Ketenagakerjaan
• Lunch catering provided.
• 5 Working days and 2 Off days.
• Position allowance.
• Performance Allowance and Performance Bonus.
• Additional Monthly Rewards.

Role Description
This is a full-time on-site CS Leader E-Commerce role located in Central Cikarang. This role is in a Supervisor (SPV) level which will be responsible for leading the CS team (CS, social media, and Host Live Streaming) to do the daily operations of the brand in the e-commerce landscape. The role involves handling customer support, ensuring customer satisfaction, adhering to phone etiquette, and providing excellent customer experiences. Other day-to-day tasks include processing orders, managing returns, resolving customer complaints, and maintaining accurate records of customer interactions. 

Responsibilities

• Leading the CS team which includes CS, Social Media, and Host Live Streaming to do the daily operations of the brand in the e-commerce landscape.
• Managing shifting schedules for all team members, reporting performance summaries, and guiding and supervising all team members.
• Reporting data of monthly attendances, sales reports, monthly rewards, and any other reporting lines to all stakeholders.
• Overseeing and checking the CS quality and controlling store's reviews.
• Liaising with the Operations team to allocate the CS team members and helping to give inputs for sales strategy.
• Backing up team members to do Live Streaming when necessary.
• Making SOP and guidance for all the team members.

Qualifications

• Bachelor's degree in business, marketing, or related field.
• Willing to be placed in Cikarang Pusat, WFO 100% with shifting system.
• Experienced as a CS Leader (SPV) for at least 2 years.
• Preferably from the Skin Care category, and have experience as a Host Live Streaming
• Ability to provide excellent customer experiences and ensure customer satisfaction.
• Excellent interpersonal and communication skills.
• Experience working in an e-commerce or retail environment.
• Ability to multi-task effectively and manage time efficiently.
• Strong problem-solving skills and ability to think critically.
• Responsive and proactive in handling customer inquiries and complaints.