Introduction
We are seeking a dynamic Supervisor – Customer Service Online to lead and inspire our digital support team. In this pivotal role, you will oversee the delivery of high‑quality service across chat, marketplace, and social media channels, ensuring every customer interaction aligns with our company’s standards of speed, accuracy, and empathy. The position is full‑time, Monday through Saturday, from 08:00 to 16:00, and offers the chance to shape the future of our online customer experience in a fast‑growing e‑commerce environment.
Responsibilities
- Supervise and coach a team of online customer service agents to meet or exceed established SOPs and performance targets.
- Monitor real‑time chat, marketplace, and social media interactions to guarantee rapid response times and effective problem resolution.
- Escalate and personally handle complex or unresolved complaints, turning challenging situations into positive outcomes.
- Compile daily, weekly, and monthly performance reports, highlighting key metrics such as first‑contact resolution, customer satisfaction (CSAT), and average handling time.
- Conduct regular briefing sessions, training workshops, and performance evaluations to continuously improve team capabilities.
- Collaborate closely with sales, logistics, and product development teams to relay customer insights and address cross‑functional issues.
- Maintain and regularly update knowledge bases, FAQ documents, and standard response templates to ensure consistency.
- Implement continuous improvement initiatives, leveraging data analytics to identify trends and propose process enhancements.
Requirements
- Minimum education: D3/D4 (Associate or Bachelor’s degree) in Business, Communications, or a related field.
- At least 1 year of proven experience in online customer service or a similar supervisory role.
- Strong leadership and strategic thinking abilities, with a track record of motivating teams to achieve high performance.
- Excellent written and verbal communication skills in Bahasa Indonesia and English.
- Proficiency in customer service platforms, CRM systems, and social media monitoring tools.
- Analytical mindset with the ability to interpret performance data and generate actionable insights.
- Highly organized, capable of managing multiple priorities in a fast‑paced environment.
- All genders are welcome to apply; there is no age limit.
- Key skills: administrative competence, sales administration, strategic leadership.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick leave, and public holidays.
- Professional development budget for certifications, workshops, and conferences.
- Employee assistance program and wellness initiatives.
- Opportunities for career advancement within a rapidly expanding organization.
- Modern office environment equipped with ergonomic workstations and collaborative spaces.
About Company
Our company is a leading e‑commerce platform that connects millions of shoppers with a diverse range of products across Southeast Asia. With a strong focus on technology, data‑driven decision making, and customer‑centric innovation, we have earned a reputation for reliable service and rapid delivery. Our culture values teamwork, continuous learning, and a passion for exceeding customer expectations. As we continue to scale, we are looking for talented individuals who share our vision of creating seamless, delightful digital experiences for every buyer.
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