Customer Service Management

Tanggung Jawab

About The Role

We're building the leading parenting ecosystem in Indonesia, reaching families through our multiple products (personal care, vitamin, intellectual property) and services. Our customers trust us to get their orders right and respond to their concerns quickly. As we scale across multiple marketplaces (Shopee, TikTok Shop, Lazada) and direct-serve modern trade accounts, we need someone who can own customer operations end-to-end.

As our Customer Service you'll be the operational backbone of customer satisfaction and B2B account execution. You'll own marketplace CRM operations, manage customer complaint resolution from start to finish, and execute order-to-cash for our key direct accounts. You'll make independent decisions, identify process improvements, and coordinate across teams without formal authority—because you understand the customer problem better than anyone.

• What You'll Own
• Marketplace CRM Operations & Customer Service
• Run day-to-day customer service across three platforms: Shopee, TikTok Shop, and Lazada.
• Own the CRM and chat tooling—ensure templates are current, response SLAs are met, and chatbot quality stays high.
• Monitor chatbot-assisted response quality and flag recurring failure patterns for root cause analysis.
• Track marketplace CSAT and response-time metrics; report weekly to ensure visibility of customer satisfaction trends.
• Identify opportunities to improve response templates, escalation routing, or process efficiency.
• End-to-End Complaint Settlement
• Own resolution of customer complaints and disputes across all channels—refunds, returns, and escalations.
• Work within a defined settlement policy and authority matrix; handle direct resolutions independently for any complaints.
• Ensure zero complaints sit unresolved past their agreed turnaround time; track settlement SLA compliance weekly.
• Analyze complaint patterns and recommend policy or process improvements to prevent future issues.