Introduction
We are seeking a dynamic and customer‑focused individual to join our team as a Customer Service Online & Administration Officer in Bandar Lampung. This role is a hybrid position that blends real‑time online support with back‑office administrative tasks, ensuring our e‑commerce operations run smoothly across major marketplace platforms such as Tokopedia and Shopee. The successful candidate will work Monday through Saturday, from 08:00 to 17:00, and will be expected to collaborate closely with the sales, logistics, and technical teams to deliver an outstanding customer experience.
Responsibilities
- Handle inbound and outbound customer inquiries via chat, WhatsApp, and email, providing accurate information about orders, payments, and product specifications.
- Monitor and update order status on Tokopedia, Shopee, and any additional marketplace channels, ensuring timely fulfillment and shipment tracking.
- Process returns, refunds, and exchanges in compliance with company policies while maintaining a high level of customer satisfaction.
- Maintain daily logs of customer interactions, issues resolved, and escalation cases using Excel and internal CRM tools.
- Conduct regular product and policy training sessions for new team members to keep the support team up‑to‑date with marketplace rules and promotional campaigns.
- Assist the marketing team by creating and scheduling social media posts, responding to comments, and gathering feedback for continuous improvement.
- Generate weekly performance reports (response time, resolution rate, customer satisfaction scores) and present insights to management.
- Coordinate with the logistics department to resolve delivery challenges, such as address discrepancies or courier delays.
- Perform general administrative duties, including filing, data entry, and document verification, ensuring all records are accurate and accessible.
- Participate in after‑hours on‑call rotation when needed, demonstrating flexibility and commitment to meeting service level agreements.
Requirements
- Minimum education: SMA/SMK or equivalent; a degree in Computer Science, Communication, or a related field is a strong advantage.
- Age: 30 years or younger.
- Gender: Open to all genders.
- At least 1 year of experience in customer service, e‑commerce support, or administrative roles.
- Excellent written and spoken Indonesian; ability to communicate clearly and professionally.
- Typing speed of 60 words per minute or higher (testable via 10FastFingers).
- Familiarity with major Indonesian marketplaces—Tokopedia and Shopee—and a basic understanding of their seller tools.
- Proficiency in Microsoft Excel for data tracking and reporting.
- Own transportation with at least a valid SIM C (motorcycle license).
- Strong interpersonal skills: communicative, sociable, and comfortable using social media and instant messaging platforms.
- Demonstrated honesty, discipline, and a resilient mindset capable of handling high‑pressure situations and overtime work.
- Self‑motivated learner who takes responsibility for personal development and can work independently.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Health insurance coverage for the employee.
- Paid leave: 12 days annual leave plus official public holidays.
- Opportunities for professional growth through internal training programs and marketplace certification courses.
- Transportation allowance or reimbursement for fuel expenses.
- Team‑building activities and a supportive work environment that values collaboration.
- Access to modern office facilities, high‑speed internet, and ergonomic workstations.
About Company
Our company is a fast‑growing e‑commerce solutions provider that partners with leading Indonesian marketplaces to bring a wide range of products to consumers across the archipelago. With a focus on innovation, customer delight, and operational excellence, we have built a reputation for reliability and trust among both sellers and shoppers. Headquartered in Bandar Lampung, we pride ourselves on fostering a culture of continuous learning, teamwork, and accountability. Joining our team means becoming part of a forward‑thinking organization where every employee’s contribution directly impacts the success of our customers and the growth of the business.
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