Sr. Customer Happiness

We're Hiring: Sr. Customer Happiness ✨

We are looking for a Sr. Customer Happiness to lead our customer support operations across chat, DM, comments, and email while maintaining service quality and mentoring the team.

Responsibilities:

• Handle customer inquiries via chat, DM, comments, and email
• Manage refund, return, and exchange process per SOP & SLA
• Monitor CS performance metrics: tickets, response time, CSAT
• Maintain case documentation and CS reports in Excel
• Support review & rating improvement initiatives
• Mentor junior CS team members and run quality checks
• Collaborate with cross-functional teams to improve customer experience
• Identify recurring issues and provide data-driven recommendations

Qualifications:

• 2-3 years of experience in Customer Service/Customer Happiness
• Proficient in Microsoft Excel (pivot tables, formulas, charts)
• Strong communication, empathy, and problem-solving skills
• Comfortable working with targets and SLAs
• Strong collaboration and mentoring skills
• Detail-oriented and able to manage multiple cases simultaneously

📍 Head Office - West Jakarta

Only shortlisted candidates will be contacted.

Skills: Communication Skills, Customer Support, Customer Service, Customer Relations, Customer Satisfaction