Lowongan Kerja Customer Service Management Tentang Anak di Jakarta

Responsibilities

We are seeking a Customer Service Management professional to join Tentang Anak in Jakarta. In this role, you will be the operational backbone of customer satisfaction and B2B account execution, managing marketplace CRM operations, handling end-to-end customer complaint resolution, and executing order-to-cash processes for key direct accounts. You will be empowered to make independent decisions, identify process improvements, and coordinate across teams effectively.

• Marketplace CRM Operations & Customer Service:
  • Manage daily customer service across Shopee, TikTok Shop, and Lazada.
  • Oversee CRM and chat tools, ensuring template accuracy, meeting response SLAs, and maintaining chatbot quality.
  • Monitor chatbot-assisted response quality and identify recurring issues for analysis.
  • Track marketplace CSAT and response-time metrics, providing weekly reports on customer satisfaction trends.
  • Identify opportunities to enhance response templates, escalation routing, and process efficiency.
• End-to-End Complaint Settlement:
  • Take ownership of resolving customer complaints and disputes across all channels, including refunds, returns, and escalations.
  • Operate within a defined settlement policy and authority matrix, handling direct resolutions independently.
  • Ensure no complaints remain unresolved beyond agreed turnaround times and track settlement SLA compliance weekly.
  • Analyze complaint patterns to recommend policy or process improvements.
• B2B Order-to-Cash Execution for Modern Trade Accounts:
  • Manage order execution and fulfillment for key modern trade direct-serve accounts from purchase order to delivery.
  • Ensure accurate order entry, timely fulfillment, and delivery confirmation.
  • Coordinate with supply chain and logistics teams for on-time delivery and issue resolution.
  • Provide monthly performance reports to the Head of Supply Chain, including order cycle time and delivery metrics.
  • Build account relationships as the day-to-day contact and escalate complex issues to the Key Account Manager.
• External Agent Supervision & Quality Management:
  • Collaborate with external customer service agents to uphold quality standards.
  • Provide daily feedback to agents on response quality, template adherence, and escalation decisions.
  • Report performance issues or training needs to management and support quality improvement initiatives.

Requirements

The ideal candidate will possess a proven track record in customer service or customer operations, with a strong ability to thrive in a fast-paced environment.

• 3–5 years of customer service or customer operations experience, preferably in eCommerce or marketplace settings.
• Experience with CRM or ticketing systems (e.g., Zendesk, Freshdesk, or similar) and workflow optimization.
• Experience with marketplace platforms (Shopee, Lazada, TikTok Shop, or similar) or direct B2B relationships.
• Experience managing complaints, refunds, returns, or dispute resolution beyond basic chat support.
• Demonstrated ownership in solving customer problems and ensuring a positive customer experience.
• Ability to adapt quickly in a fast-moving environment, identify issues, and propose solutions.

Nice to have:

• Experience in fast-growing or startup environments.
• Exposure to B2B order management or account execution.
• Experience managing or coaching external agents or contractors.
• Familiarity with supply chain or logistics operations.
• Experience with data analysis or reporting (Google Sheets, basic SQL, or similar).
• Exposure to product or logistics operations.

Posisi: Customer Service Management · Perusahaan: Tentang Anak · Lokasi: Jakarta