Customer Service Manager leading the West Accounts Team based in Irving, TX. Responsible for team development and delivering best - in - class customer experience in a fast - paced environment.
About the role
- Customer Care Executive delivering high-quality service across e-commerce and chat commerce platforms. Managing customer inquiries, improving processes, and leading customer service initiatives in Jakarta, Indonesia.
Responsibilities
- Handle customer enquiries across email, chat, social media, and chat commerce platforms (WhatsApp, Instagram, TikTok Shop, etc) in both English and Bahasa Indonesia.
- Provide real-time, conversational support to drive sales, resolve issues, and enhance customer satisfaction.
- Manage and guide in-house and BPO agents on tone, policy, and escalation handling to maintain consistency.
- Handle exceptional or sensitive escalations and deliver thoughtful service recovery.
- Resolve post-purchase issues (returns, refunds, delivery) with empathy and accuracy.
- Review escalations or sensitive cases, ensuring thoughtful service recovery and timely resolution.
- Monitor chat performance metrics (response rate, conversion rate, CSAT) and propose improvements.
- Drive KPI performance (CSAT, SLA, FCR) through workflow, system, or macro optimization.
- Optimise Zendesk / Qiscus configuration, reporting dashboards, and FAQ or macro content.
- Identify recurring issues, propose process fixes, and support cross-functional rollouts with Ops, Tech, and Retail teams.
- Participate in CX improvement projects, e.g. new touchpoints, AI chat, or help center updates.
- Review and update service policies and communication templates for clarity and customer focus.
- Act as a middle-lead for both in-house and BPO agents — guiding, mentoring, and supporting daily operations.
- Assist the Supervisor in training, onboarding, and workflow documentation.
- Support agent onboarding, training, and knowledge refreshers.
- Support BPO vendor management, including feedback loops, performance reviews, and process alignment.
- Track ticket and chat volumes across platforms to support forecasting and manpower planning.
- Assist during campaign periods (e.g. 11.11, year-end sales) to ensure smooth coordination and coverage.
Requirements
- Diploma or Professional Degree in a relevant field.
- 2–4 years’ experience in customer service, e-commerce, or operations
- Hands-on experience with service desk tools (Zendesk, Qiscus, or equivalent).
- Familiarity with CRM or order management systems (Magento, TikTok Shop).
- Proficient in Excel / Google Sheets for reporting and performance tracking.
- Prior exposure to BPO coordination or small-team leadership preferred.
- Excellent communication in English and Bahasa Indonesia
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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