Customer Service Management
Tentang Anak
- Penuh waktu
- On-site • Jakarta Pusat
- Negotiable
Deskripsi Pekerjaan
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.
B2B Order-to-Cash Execution for Modern Trade Accounts
- Own order execution and fulfillment for key modern trade direct-served accounts from purchase order through delivery order.
- Ensure accurate order entry, timely fulfillment, and delivery confirmation for each account.
- Coordinate with supply chain and logistics teams to maintain on-time delivery and address fulfillment issues.
- Provide monthly reporting Head of Supply Chain on account performance, order cycle time, and delivery metrics.
- Build account relationships as the day-to-day point of contact; escalate complex account issues to KAM (Key Account Manager) for relationship decisions.
External Agent Supervision & Quality Management
- Work with external customer service agents to ensure quality standards are met.
- Provide daily feedback to agents on response quality, template adherence, and escalation decisions.
- Flag performance issues or training needs to your manager; support quality improvement initiatives.
Kualifikasi
You're a Fit If You
- Proven track record with 3–5 years of customer service or customer operations experience, preferably in eCommerce or marketplace environments.
- Experience with CRM or ticketing systems (e.g., Zendesk, Freshdesk, or similar) and understand how to optimize workflows in those tools.
- Experience with marketplace platforms (Shopee, Lazada, TikTok Shop, or similar) or direct B2B relationships.
- Handled more than just chat from customers, but also experience managing complaints, refunds, returns, or dispute resolution.
- Have extreme ownership to solve customer problems and provide the best solution to ensure positive experience for our customers.
- Comfortable with working fact-moving environment, adapting quickly, flag 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.
Tips Menjaga Diri
Perusahaan dan Lowongan di Dealls tidak meminta data pribadi, informasi rekening, atau pungutan ketika melamar. Hindari juga lowongan Google Form / Grup Telegram tanpa keabsahan yang jelas.
Imagine a career where you play a pivotal role in ensuring the success and bright future of 80 million children in Indonesia. Tentang Anak is not just a company; it's a mission, a movement, and an opportunity to be part of something truly extraordinary.
Tentang Anak, at its core, is driven by a mission to advance the well-being and development of 80 million children throughout Indonesia. Founded by a team of experts, including pediatricians, child psychologists, and early childhood educators, we are steadfast in our commitment to supporting children with the most reliable education and products. From educational tools (e.g., applications, books, flashcards, puzzles) to essential skincare, Tentang Anak aims to accompany and provide the best solutions for parents and their children, from the moment they wake up until they fall asleep.
Our products are the one and only in Indonesia that are developed by experts, backed by science, and offered at affordable prices. We are humbled by the love our products receive from parents, consistently ranking our Educational Tools and Skincare highly on e-commerce platforms, making them best-sellers. We will continue to innovate and provide better solutions for parents at every step of their journey. We are dedicated to creating a brighter, healthier, and happier future for the children of Indonesia.
Our employees, whom we call TAmily, are a group of relentless and passionate individuals who share the same mission and ambitions. Are you ready to join us in this mission?
