Customer Service Manager

Lazada Group (Indonesia) (Jakarta, Indonesia)

DKI Jakarta, Indonesia

Founded in 2012, Lazada Group is the leading eCommerce platform in Southeast Asia. We are accelerating progress in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam through commerce and technology. With the largest logistics and payments networks in the region, Lazada is a part of our consumers’ daily lives in the region and we aim to serve 300 million shoppers by 2030. Since 2016, Lazada is the Southeast Asia flagship platform of the Alibaba Group powered by its cutting-edge technology infrastructure.

About this position

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.

Responsibilities

• Ticket Handling Oversight : Monitor daily ticket flow via XSpace, ensuring tickets are assigned and tracked and resolved in a timely manner
• BPO Coordination : Work closely with the BPO supervisor to ensure BPO agents are meeting ticket resolutions 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.

Requirements

• Bachelor’s degree in Business Administration, or a related field
• Minimum of 3 years experience in customer service
• Proven experience in establishing customer service processes and leading a team.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Fluency in Bahasa, English – ability / fluency in Chinese language will be a plus
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)