Introduction
We are seeking a dynamic Senior Marketplace Customer Service & Affiliate Specialist to join our fast‑growing e‑commerce team. This role is pivotal in delivering an exceptional shopping experience on major platforms such as Shopee and TikTok Shop while also driving brand awareness through strategic KOL and affiliate collaborations. If you thrive in a fast‑paced environment, enjoy multitasking, and have a knack for turning conversations into sales, we want to hear from you.
Responsibilities
- Respond promptly and courteously to customer chats and comments on marketplace platforms, adhering to SOPs that emphasize speed, friendliness, and persuasive communication.
- Provide product recommendations, educate customers on ordering processes (including bundling and custom orders), and execute upsell/cross‑sell techniques to boost conversion rates.
- Handle post‑purchase issues such as returns, refunds, and warranty claims in line with store policies, ensuring clear resolutions and sustained customer satisfaction.
- Proactively follow up with shoppers who have abandoned carts, nurturing leads until a transaction is completed.
- Coordinate with internal teams—admin, picking, packing—to track order status, manage inventory, and resolve shipping challenges.
- Maintain and regularly update FAQ templates covering ordering steps, shipping timelines, warranty details, sizing guides, and custom requests.
- Generate daily and weekly performance reports, highlighting cancellation reasons, frequently asked questions, recurring issues, and actionable insights for process improvement.
- Act as a KOL Specialist by identifying, contacting, and recruiting suitable influencers and affiliates that align with the brand’s target audience.
- Draft comprehensive briefs for KOL/affiliate campaigns, specifying content angles, calls‑to‑action, guidelines, tracking links, and timelines, then monitor execution until publication.
- Analyze KOL/affiliate performance metrics (views, engagement, CTR, GMV) and produce recommendation reports for repeat collaborations, bonuses, or termination.
- Adapt to peak‑hour traffic, work shift schedules—including weekends when necessary—and maintain meticulous administrative records using Google Sheets or Excel.
Requirements
- Minimum education: High School (SMA/SMK) – D3/S1 preferred.
- Age limit: up to 27 years.
- At least 6 months to 1 year of experience in marketplace customer service or online shop administration (a plus).
- Proficiency with Shopee and TikTok Shop interfaces, including chat tools, vouchers, promotions, and order status tracking.
- Strong communication skills, attention to detail, patience, and the ability to handle complaints professionally.
- Demonstrated sales sense with the ability to close deals via chat through effective upselling and cross‑selling.
- Familiarity with TikTok/Instagram trends and basic knowledge of KOL/affiliate marketing (preferred).
- Excellent multitasking capabilities, especially during high‑volume periods, and solid administrative skills in Google Sheets/Excel.
- Willingness to work flexible shifts and weekends to align with peak traffic times.
- English language proficiency and strong interpersonal skills.
Benefits
- Competitive base salary with performance‑based incentives.
- Opportunities for professional development, including training on advanced e‑commerce tools and influencer marketing.
- Health and wellness allowances, including medical insurance.
- Flexible working hours and the possibility of remote work on non‑peak days.
- Team‑building activities, monthly outings, and a supportive corporate culture.
- Career progression pathways toward senior management or specialist roles within the digital commerce division.
About Company
Our company is a leading e‑commerce brand that blends cutting‑edge technology with a customer‑first philosophy. Operating across multiple marketplaces, we specialize in fast fashion, lifestyle accessories, and custom‑made products. We invest heavily in data‑driven strategies, creative marketing, and a collaborative work environment that empowers employees to innovate and grow. Join us to be part of a vibrant team that shapes the future of online shopping in Indonesia and beyond.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now