Job Description:
● The Customer Service Manager is responsible for the day-to-day management of the customer and seller ticketing system, ensuring tickets are handled efficiently and escalated appropriately. This role works closely with BPO agents and internal teams to ensure SLAs are adhered to and customer issues are resolved promptly.

Key Responsibilities:
● Ticket Handling Oversight: Monitor daily ticket flow via XSpace, ensuring tickets are assigned, tracked, and resolved in a timely manner.
● BPO Coordination: Work closely with the BPO Supervisor to ensure BPO agents are meeting ticket resolution SLAs and quality standards.
● Escalation Management: Handle escalated cases that require more complex resolutions or are critical to seller relations.
● Training Support: Assist in the training of BPO agents, ensuring they understand the ticketing process and basic logistics operations.
● Performance Reporting: Generate reports on ticket handling performance, highlighting areas of improvement or bottlenecks in the process.
● Customer Communication: Ensure customer-facing communication is timely, professional, and in line with company policies.Key Responsibilities:
● Ticket Handling Oversight: Monitor daily ticket flow via XSpace, ensuring tickets are assigned, tracked, and resolved in a timely manner.
● BPO Coordination: Work closely with the BPO Supervisor to ensure BPO agents are meeting ticket resolution SLAs and quality standards.
● Escalation Management: Handle escalated cases that require more complex resolutions or are critical to seller relations.
● Training Support: Assist in the training of BPO agents, ensuring they understand the ticketing process and basic logistics operations.
● Performance Reporting: Generate reports on ticket handling performance, highlighting areas of improvement or bottlenecks in the process.
● Customer Communication: Ensure customer-facing communication is timely, professional, and in line with company policies.

1、Bachelor's degree in Business Administration, Communications, or a related field.
2、Above seven years of experience in customer service, with at least three years in a managerial role, preferably in an e-commerce environment.
3、Proven track record of leading high-performing teams and achieving customer service targets.
4、Strong understanding of the Indonesian market and customer needs in the digital space.
5、Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders.
6、Fluent in both Indonesian and English, both written and spoken.
7、Demonstrated ability to analyze data, identify trends, and make data-driven decisions to improve service quality.