Introduction
We are seeking a proactive and customer‑focused Customer Service – E‑Commerce to join our dynamic team in the heart of Jakarta Pusat. In this role, you will be the frontline voice of our brand across multiple online channels, including leading marketplaces, our own website, and social media platforms. Your primary mission is to ensure every shopper enjoys a seamless, satisfying experience from browsing to post‑purchase support.
Responsibilities
- Respond promptly to customer inquiries via Shopee, Tokopedia, TikTok Shop, website chat, email, and social media, providing accurate product information and order updates.
- Process orders end‑to‑end: verify payment, generate invoices, coordinate with the warehouse for picking, and confirm shipment tracking numbers.
- Monitor delivery status, proactively communicate any delays, and coordinate with logistics partners to resolve issues.
- Handle complaints and returns with empathy, offering appropriate solutions such as refunds, exchanges, or vouchers while adhering to company policies.
- Collaborate closely with the Operations, Warehouse, and Sales teams to ensure inventory accuracy and smooth transaction flow.
- Maintain detailed records of customer interactions in the CRM system, ensuring data integrity for future analysis.
- Identify recurring pain points, compile insights, and propose process improvements to enhance overall customer satisfaction.
- Achieve daily and weekly response‑time targets (e.g., reply within 30 minutes) and maintain high service‑level metrics such as CSAT and NPS.
- Support promotional campaigns by answering product‑related questions, guiding customers through discount codes, and ensuring a positive shopping experience during high‑traffic periods.
Requirements
- Minimum education: SMA/SMK or equivalent; D3/S1 is a strong advantage.
- At least 1 year of experience in customer service, online shop administration, or a similar e‑commerce role.
- Proficiency with major Indonesian marketplaces (Shopee, Tokopedia, TikTok Shop) and familiarity with basic CMS tools.
- Excellent verbal and written communication skills in Bahasa Indonesia; a friendly, courteous, and responsive demeanor.
- Demonstrated ability to handle complaints calmly, provide effective solutions, and turn dissatisfied customers into loyal advocates.
- Strong attention to detail, disciplined work habits, and solid problem‑solving capabilities.
- Ability to work both independently and as part of a collaborative team.
- Comfortable operating under tight deadlines and high‑pressure environments, meeting fast‑response targets.
- Gender: Female; Age: up to 35 years.
- Work schedule: Monday – Saturday, 08:00 – 17:00.
- Additional soft skills: empathy, patience, adaptability, and a customer‑centric mindset.
Benefits
- Competitive monthly salary with performance‑based bonuses.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, public holidays, and additional days off for birthdays.
- Professional development budget for courses, certifications, and e‑learning platforms.
- Opportunities for career progression within a fast‑growing e‑commerce organization.
- Team outings, monthly employee recognition programs, and a supportive workplace culture.
- Convenient office location in Central Jakarta with easy access to public transportation.
About Company
Our company is a leading e‑commerce retailer in Indonesia, specializing in lifestyle and consumer goods that cater to the modern, digitally‑savvy shopper. With a robust presence on top marketplaces and a rapidly expanding own‑brand platform, we combine data‑driven insights with creative merchandising to deliver an exceptional online shopping journey. We pride ourselves on a culture that values innovation, collaboration, and continuous improvement, empowering our employees to grow professionally while making a tangible impact on customer satisfaction and business success.
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