Customer Service Manager - E-commerce 3PL & Automation (UK Shift)

PT IBM Indonesia is assisting a prominent UK-based 3PL and e-commerce fulfillment group in hiring an operational Customer Service Manager for their Jakarta Raya office. This role is part of a dynamic team dedicated to enhancing customer satisfaction and operational efficiency through cutting-edge e-commerce and automation solutions. Operating across multiple time zones, the Customer Service Manager will oversee a team of customer service representatives, ensuring seamless communication and issue resolution for clients worldwide.

In this role, you will be responsible for managing a team of customer service representatives, implementing and monitoring customer service metrics, and leveraging advanced e-commerce and automation tools to streamline operations. The ideal candidate will have a proven track record in customer service management, a strong understanding of e-commerce and 3PL operations, and the ability to work effectively in a global, multi-time zone environment.

📋 Tanggung Jawab Pekerjaan

• Manage and oversee a team of customer service representatives, ensuring high levels of customer satisfaction and service quality.
• Implement and monitor customer service metrics, KPIs, and SLAs to ensure operational excellence.
• Leverage advanced e-commerce and automation tools such as Shopify, Magento, and Salesforce to streamline customer service operations.
• Develop and execute customer service strategies that align with the company's business objectives and customer expectations.
• Provide training and development opportunities for the customer service team to enhance their skills and performance.
• Collaborate with cross-functional teams, including logistics, warehousing, and IT, to ensure seamless integration of customer service processes.
• Monitor and analyze customer feedback and complaints to identify trends and areas for improvement.
• Ensure compliance with industry regulations and best practices in customer service and data privacy.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service Management, or a related field.
• Minimum of 5 years of experience in customer service management, with a proven track record in e-commerce and 3PL operations.
• Strong understanding of e-commerce platforms and tools such as Shopify, Magento, and Salesforce.
• Certification in customer service management or a related field is a plus.
• Excellent communication and interpersonal skills, with the ability to manage and mentor a team effectively.
• Proficient in English, both written and spoken, with the ability to communicate effectively in a global, multi-time zone environment.
• Strong analytical and problem-solving skills, with the ability to monitor and analyze customer service metrics and KPIs.
• Familiarity with logistics and warehousing operations is a plus.

🛠️ Keahlian

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