Customer Service
Role overview
Deskripsi pekerjaan
Joy Group, a multinational beauty company headquartered in Shanghai, is bringing the fun and playful spirit of Judydoll to Indonesia! As our business continues to grow, we’re looking for an experienced L2 Customer Service – After Sales to lead our after-sales support and ensure customer issues are handled quickly, properly, and with care.
As an L2 Customer Service – After Sales, you’ll take ownership of more complex customer cases while supporting the day-to-day performance of the After Sales team. You’ll work closely with internal teams such as Warehouse, Logistics, Marketplace, and Finance to make sure customer issues are followed up and resolved properly.
Tanggung jawab
Responsibilities
- Lead and monitor the After Sales team on a daily basis.
- Handle and resolve customer complaints and complex after-sales cases.
- Manage refunds, returns, replacements, damaged/incorrect products, delivery issues, and other after-sales cases.
- Follow up on open cases until they are fully resolved.
- Support team members in handling difficult or escalated customer cases.
- Coordinate with Warehouse, Logistics, Marketplace, Finance, and other relevant teams to resolve customer issues.
- Monitor team performance, response time, and case resolution.
- Ensure the team follows SOPs and records customer cases accurately.
Yang perlu disiapkan
Job requirements
- Have a minimum of 3 years of experience in After Sales, Customer Service, or Customer Support, preferably in E-commerce, Retail, FMCG, or Beauty.
- Have experience leading, supervising, or coordinating a customer service team.
- Have strong communication, problem-solving, and follow-up skills.
- Are confident in handling customer complaints, escalations, and difficult situations.
- Are fast, responsible, detail-oriented, and able to manage multiple cases at the same time.
- Are familiar with TikTok Shop, Shopee, CRM systems, Excel/Google Sheets, or similar tools.
- Willing to work in a mobile-based team and shift environment.
- Have conversational English communication skills.
Benefit
Fasilitas dan benefit
- Work Insurance
- Health Insurance
- Meal Allowance
Tools
Tech stack dan tools
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PT. Badan Delight Connection Cosmetics Indonesia
Jakarta Selatan
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