CS Supervisor - Operations (Yogyakarta)
Shopee Indonesia · Yogyakarta, Indonesia
Sekilas tentang pekerjaan ini
Shopee Indonesia membuka posisi CS Supervisor - Operations di Yogyakarta untuk mendukung pasar Brasil. Posisi ini cocok bagi kandidat dengan pengalaman Customer Service dan kepemimpinan tim, yang akan mengelola operasi serta kinerja layanan.
Tugas utama
- Memimpin operasi Customer Service harian dan memastikan kepatuhan pada alur kerja.
- Membina agen Customer Service di kanal online dan offline.
- Memantau SLA, CSAT, QA, backlog, kehadiran, dan produktivitas.
- Menangani eskalasi pelanggan kompleks dan kasus sensitif.
- Mendorong perbaikan SOP, alur kerja, pelatihan, dan orientasi tim.
Kualifikasi utama
- Sarjana dari jurusan apa pun.
- Minimal 4 tahun pengalaman CSR dan 2 tahun sebagai Team Lead atau Supervisor.
- Berpengalaman mengelola KPI dan SLA, termasuk CSAT, AHT, QA, dan produktivitas.
- Mahir menganalisis data dengan Microsoft Excel atau Google Sheets, termasuk VLOOKUP dan Pivot Tables.
- Fasih berbahasa Inggris dan bersedia bekerja dengan jadwal shift.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Shopee Indonesia.
Deskripsi pekerjaan
- Lead and manage daily Customer Service operations, ensuring team adherence to workflow processes and end-to-end e-commerce operational standards
- Supervise, coach, and support customer service agents handling both online and offline support channels (tickets, chat, email, and offline cases)
- Drive performance management by conducting regular quality reviews and feedback sessions
- Monitor and manage key operational metrics, including SLAs, CSAT, QA, backlog management, attendance, and productivity
- Identify process gaps and root causes to drive continuous SOP and workflow improvements across the operation
- Handle complex customer escalations and sensitive scenarios, ensuring consistency in communication quality and exceptional customer experience
- Support team onboarding, training initiatives, and continuous knowledge reinforcement for agents and supervisors
- Will be supporting Brazil market
Requirements
- Bachelor’s Degree in any major
- Min. 4 years of frontline Customer Service Representative (CSR) experience in a BPO or customer service environment; with 2 years experience as Team Lead or Supervisory role, preferably within the e-commerce industry
- Strong expertise in KPI and SLA management, specifically focused on CSAT, AHT, SLA, QA, attendance, and productivity metrics
- Advanced proficiency in data analysis and reporting using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and formulas)
- Proven track record in handling complex escalations, cross-functional coordination, and driving SOP or process improvements
- Professional fluency in English, with strong writing, and verbal communication skills
- Willing to work in shifting schedules
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