Director of Customer Care - Shopee Bangka Belitung

Join Shopee Indonesia, the leading e-commerce platform in Southeast Asia, as our Director of Customer Care in Bangka Belitung. In this premium leadership role, you will shape the future of customer experience for millions of users, driving operational excellence and customer satisfaction to new heights. As a Director of Customer Care, you will lead a team of passionate professionals dedicated to providing exceptional service and support to Shopee's diverse customer base.

Shopee Indonesia, a subsidiary of Sea Limited, is a dynamic and innovative company that has revolutionized the way people shop and connect. With a strong focus on customer-centricity, Shopee is committed to delivering an unparalleled shopping experience through its comprehensive suite of services, including Shopee Pay, Shopee Food, and Shopee Live. In Bangka Belitung, Shopee aims to expand its reach and impact, and the Director of Customer Care will play a pivotal role in this exciting journey.

In this role, you will be responsible for overseeing all aspects of customer care operations, ensuring that Shopee's customers receive prompt, efficient, and personalized support. You will work closely with cross-functional teams to identify and implement innovative solutions that enhance the customer experience. Daily, you will be immersed in the intricacies of customer service, leveraging tools like Zendesk, Freshdesk, and other customer service software to manage and resolve customer inquiries, complaints, and feedback.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a high-performing customer care team, fostering a culture of excellence and continuous improvement.
• Develop and implement customer care strategies that align with Shopee's business objectives and customer expectations.
• Monitor and analyze customer care metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and drive operational excellence.
• Collaborate with product, marketing, and sales teams to ensure seamless integration of customer care initiatives into overall business strategies.
• Stay up-to-date with industry trends, best practices, and emerging technologies in customer service to drive innovation and maintain Shopee's competitive edge.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams, to ensure effective communication and collaboration.
• Represent Shopee at industry events, conferences, and forums to showcase the company's commitment to customer-centricity and thought leadership.
• Drive continuous improvement in customer care processes, leveraging data-driven insights and customer feedback to enhance service quality and efficiency.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum of 10 years of experience in customer care leadership roles, with a proven track record of success in managing and developing high-performing teams.
• Strong understanding of e-commerce and customer service best practices, with a focus on digital platforms.
• Proven experience in managing and analyzing customer care metrics, with a data-driven approach to decision-making.
• Excellent communication, leadership, and interpersonal skills, with the ability to inspire and motivate teams.
• Proficient in using customer service software, such as Zendesk, Freshdesk, and other relevant tools.
• Strong problem-solving and analytical skills, with the ability to identify and implement innovative solutions.
• Familiarity with industry regulations, compliance requirements, and ethical considerations in customer service.

🛠️ Keahlian

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