CUSTOMER SERVICE ASSISTANT MANAGER - HIE

Leadership & Team Management

• Lead a CS team of 7-12 people. Set schedules, targets, and evaluate team performance.
• Handle escalation of complaints from difficult/urgent customers.

Customer Handling Mandarin

• Lead a CS team of 7-12 people. Set schedules, targets, and evaluate team performance.
• Handle escalation of complaints from difficult/urgent customers.

Operations Coordination

• Coordinate with the China Warehouse Department, Genco, and other departments to resolve shipment issues.
• Monitor SLA response times (<5 minutes) and completion times (<1x24 hours).

Improvement & Report

• Create customer service standard operating procedures (SOPs), frequently asked questions (FAQs), and response templates.
• Daily/weekly reports: number of complaints, most common issues, and customer feedback to superiors.
• Provide input for system and service improvements at Harvest Indo Express.

1. Languages: Fluent in Indonesian and English, if the candidate can speak in Mandarin language will be plus point.
2. Experience: Minimum 1 year as a Customer Service Assistant Manager or in total having 3-4 years experience in China Import Expedition, Forwarding, or E-commerce.
3. Skills: Able to multitask, thorough, good negotiation skills, and able to handle strong complaints.
4. Tools: Proficient in MS Office, Google Sheets. Able to use CRM/ticketing systems.
5. Leadership: having the strong motivation to leading a new team and in controlling the team.

1. THR
2. Annual bonus
3. Career path
4. Self development
5. Mentoring & coaching