Admin E-Commerce CS Lead
FACETOLOGY
- Full-Time
- On-site • Jakarta Selatan
- Negotiable
No Sign Up Required!
Job Description
#BeOneofOurFaces!
Joining FACETOLOGY means becoming part of a dynamic beauty brand. We are a human-centric environment, driven by the purpose of enhancing quality of life through our products.
As a Admin E-Commerce CS Lead, you will:
- Lead and supervise the customer service team, including scheduling, task delegation, and daily performance monitoring.
- Provide coaching and feedback to improve communication quality, problem-solving, and customer satisfaction.
- Maintain a consistent and brand-aligned tone in all communications across platforms (Shopee, Tokopedia, TikTok Shop, website, and social media).
- Develop and update customer service scripts, FAQs, and response templates.
- Collaborate with E-Commerce, Marketing, Warehouse, and Finance teams to resolve customer issues related to product, logistics, or payment.
- Track and analyze customer satisfaction metrics and operational KPIs.
- Standardize service protocols and ensure all team members are updated on new products, promotions, and platform changes.
Requirements
- Minimum Diploma or Bachelor Degree.
- Minimum 3-4 years in Admin E-Commerce Lead, Customer Service Lead, or related field
- Advance in e-commerce platforms (Shopee, Tokopedia, TikTok Shop, Lazada, etc.) and their operational tools.
- Proven ability to analyze service data and translate insights into actionable improvements.
- Excellent communication and writing skills that aligned with brand voice.
- Strong problem-solving abilities and the capacity to handle challenging situations with professionalism.
- Customer-focused, empathetic, and passionate about delivering exceptional experiences.
- Strong Interest and knowledge in beauty industry.
Placement: Facetology Head Office, South Jakarta
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Facetology is a local startup dedicated to advancing Indonesia’s beauty and personal care industry. Our mission is to inspire individuals to embrace their natural beauty and strengthen their self-confidence, while continuously developing innovative products that position us at the forefront of the industry. We believe our people are the foundation of this transformation.
At Facetology, creativity, expertise, and passion come together to meet the diverse needs of consumers nationwide. With an unwavering dedication to quality and innovation, we aim to set new standards and shape the future of beauty and personal care in Indonesia.
Innovating beauty, together with Facetology 💜
#BeOneofOurFaces
