Introduction
We are a fast‑growing e‑commerce retailer based in Pontianak, specializing in a wide range of consumer goods sold through popular marketplaces such as Tokopedia and Shopee. To support our expanding online presence, we are seeking a proactive Administrator Online & Customer Service who will act as the front‑line liaison between our customers and the internal team. This role blends administrative precision with a passion for digital communication, ensuring that every shopper enjoys a seamless, trustworthy, and delightful experience.
Responsibilities
- Manage daily order processing on Tokopedia, Shopee, and other marketplace platforms, verifying payment status and coordinating shipment schedules.
- Respond promptly to customer inquiries via WhatsApp, social media, and platform messaging, providing accurate product information and troubleshooting issues.
- Maintain up‑to‑date product listings, including pricing, stock levels, and promotional banners, ensuring consistency across all channels.
- Track and update order fulfillment status, liaising with logistics partners and the warehouse team to guarantee on‑time delivery.
- Handle returns, refunds, and exchange requests in accordance with company policy, documenting each case for future analysis.
- Compile daily, weekly, and monthly performance reports using Microsoft Excel, highlighting key metrics such as order volume, response time, and customer satisfaction scores.
- Assist the marketing team in planning and executing online campaigns, providing insights from customer feedback and marketplace trends.
- Perform routine data entry with a typing speed of at least 60 KPM, ensuring high accuracy and minimal errors.
- Support the creation of standard operating procedures (SOPs) for online sales and customer service workflows.
- Participate in occasional overtime or weekend shifts to meet peak‑season demand, demonstrating flexibility and dedication.
Requirements
- Female candidate, preferably under 27 years of age.
- Minimum education: D3 (Associate degree) or SMA/SMK/Sederajat.
- At least 1 year of experience in e‑commerce administration, marketplace management, or customer service.
- Residence in Pontianak or surrounding areas with personal transportation and a valid SIM C.
- Typing speed of ≥ 60 KPM (test available at 10FastFingers).
- Proficient in Microsoft Office, especially Excel and Word.
- Solid knowledge of Tokopedia and Shopee operations, including order lifecycle, seller tools, and promotional mechanisms.
- Excellent written and spoken Bahasa Indonesia with strong communication skills.
- Highly motivated, honest, and able to work under pressure with a “never give up” attitude.
- Independent learner, disciplined, and accountable for personal and team outcomes.
- Comfortable using social media platforms and WhatsApp for rapid customer engagement.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Health insurance coverage for the employee.
- Opportunities for professional development, including e‑commerce certification courses.
- Flexible working hours (Monday‑Saturday, 08:00‑16:30) with occasional overtime compensation.
- Transportation allowance or reimbursement for fuel expenses.
- Friendly, collaborative team environment that encourages continuous learning.
- Employee discount on company products and access to exclusive sales events.
About Company
Founded in 2018, our company has quickly become a trusted name in the Indonesian online retail space. Leveraging data‑driven strategies and a customer‑centric approach, we have built a robust presence on major marketplaces while maintaining a reputation for reliability and fast delivery. Our team is comprised of enthusiastic professionals who thrive on innovation and are committed to delivering exceptional value to shoppers across Indonesia. Join us and be part of a dynamic organization that values growth, integrity, and the power of digital commerce.
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