Overview

E-Commerce CS Lead Jobs in Tangerang, Banten, Indonesia at Bisa Tumbuh

Title: E-Commerce CS Lead

Company: Bisa Tumbuh

Location: Tangerang, Banten, Indonesia

Brief Summary

This is a contract on-site role for a CS Lead at Bisa Tumbuh in BSD Tangerang. This role is essential in leading the customer service function across our clients’ stores on major e-commerce platforms, ensuring excellent response quality, effective complaint handling, and smooth coordination with internal teams to maintain customer satisfaction and store performance.

Job Descriptions

The CS Lead will be responsible for:

  1. Leading and supervising the customer service team in handling day-to-day marketplace inquiries and complaints.
  2. Ensuring fast, accurate, and professional responses to customers across platforms, including TikTok, Shopee, Lazada, Blibli, Tokopedia, etc.
  3. Monitoring CS team performance and maintaining service quality standards.
  4. Handling escalated customer issues and ensuring proper resolution.
  5. Coordinating closely with Store Operations, Key Account, Warehouse, and other related teams to ensure smooth issue handling.
  6. Maintaining excellent customer satisfaction and protecting the brand’s reputation.
  7. Developing and improving customer service SOPs, workflows, and response quality.
  8. Using CRM tools to monitor customer interactions, track issues, and improve service efficiency.
  9. Regularly identifying recurring issues and proposing improvement opportunities for both service and operations.
  10. Preparing customer service performance reports and providing insights to the team.

Qualifications

  1. Minimum 2 years of experience in customer service or a similar role, with experience in leading a team being a strong plus.
  2. Experience in an e-commerce enabler company is highly preferable.
  3. Able to use CRM tools for customer service operations; experience with CRM systems is a strong advantage.
  4. Familiarity with platform policies and customer handling processes, especially on TikTok, Shopee, and Tokopedia.
  5. Preferably holds a degree in Management, Communication, Business, or other relevant fields.
  6. Proficient in Microsoft Excel.
  7. Strong leadership, communication, and problem-solving skills.
  8. Detail-oriented and able to handle customer complaints professionally.
  9. Able to work quickly and adapt to a dynamic environment.

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