Customer Service Leader (e-Commerce) - Hisense

Join Hisense, a global leader in consumer electronics and home appliances, as a Customer Service Leader (e-Commerce) in Jakarta Barat. In this pivotal role, you will lead a high-performing customer service team dedicated to delivering exceptional support for our e-commerce platform. With a mission to enhance customer satisfaction and drive sales growth, you'll be at the forefront of ensuring our customers receive the best service possible.

At Hisense, you'll have the opportunity to work in a dynamic and innovative environment. Daily, you'll manage and mentor your team, implement best practices in customer service, and leverage data-driven insights to improve our service standards. With a focus on continuous learning and development, we offer a platform for you to grow and excel in your career.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of customer service representatives, ensuring high standards of customer satisfaction and service quality.
• Develop and implement customer service strategies aligned with Hisense's e-commerce goals.
• Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.
• Train and mentor team members to enhance their skills and performance.
• Collaborate with cross-functional teams to resolve customer issues and ensure seamless service delivery.
• Stay updated with industry trends and best practices in customer service to drive continuous improvement.
• Ensure compliance with company policies and regulations related to customer service.
• Represent Hisense at customer service forums and events to maintain a positive brand image.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service Management, or a related field.
• Minimum of 5 years of experience in customer service leadership roles, preferably in the e-commerce industry.
• Proven track record of successfully managing and mentoring customer service teams.
• Strong knowledge of customer service software such as Zendesk, Freshdesk, or similar platforms.
• Excellent communication and interpersonal skills to build strong relationships with customers and team members.
• Ability to analyze data and use insights to drive service improvements.
• Certification in customer service management or a related field is a plus.
• Fluency in both written and spoken Indonesian and English is required.

🛠️ Keahlian

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