Introduction
We are seeking a proactive and customer‑focused Customer Service Specialist to join our dynamic team. The ideal candidate will act as the primary point of contact for both in‑store and online customers, ensuring that every interaction reflects our commitment to quality, reliability, and exceptional service. This role is perfect for individuals who thrive in a fast‑paced environment, possess strong administrative abilities, and enjoy solving problems with a smile.
Responsibilities
- Handle customer complaints and inquiries received in‑person, via phone, email, or chat, providing timely and accurate resolutions.
- Create, review, and process invoices and surat jalan (delivery documents) to guarantee correct billing and shipment tracking.
- Coordinate with the logistics department to determine optimal shipping methods, schedules, and routes for outgoing goods.
- Maintain up‑to‑date records in the CRM system, documenting every customer interaction, issue, and follow‑up action.
- Collaborate with sales, warehouse, and finance teams to ensure seamless order fulfillment and accurate financial reporting.
- Identify recurring issues or trends in customer feedback and propose process improvements to senior management.
- Assist in training new staff members on customer service protocols, communication etiquette, and administrative procedures.
- Prepare daily and weekly performance reports, highlighting key metrics such as response time, resolution rate, and customer satisfaction scores.
- Participate in periodic team meetings and contribute ideas for enhancing the overall customer experience.
Requirements
- Minimum education: SMA/SMK or equivalent.
- Age: up to 35 years.
- Gender: open to all.
- At least 1 year of proven experience in customer service, preferably in retail or e‑commerce.
- Strong administrative skills, including proficiency with invoicing, documentation, and basic spreadsheet functions.
- Excellent communication etiquette – clear, courteous, and professional in both written and verbal interactions.
- Ability to handle multiple tasks simultaneously while maintaining attention to detail.
- Familiarity with common CRM tools and basic knowledge of logistics processes is an advantage.
- Positive attitude, problem‑solving mindset, and a genuine desire to help customers.
Benefits
- Competitive salary with performance‑based bonuses.
- Comprehensive health insurance covering medical, dental, and vision care.
- Transportation allowance or company‑provided shuttle service.
- Paid annual leave, sick leave, and national holidays.
- Opportunities for professional development through workshops, certifications, and internal training programs.
- Friendly and inclusive workplace culture that encourages teamwork and continuous improvement.
- Employee recognition programs and regular social events.
About Company
Established in 2010, our company is a leading player in Indonesia’s retail and e‑commerce sector, offering a diverse portfolio of products ranging from electronics to everyday household items. With a strong emphasis on customer satisfaction, we operate both physical storefronts and a robust online platform that serves thousands of shoppers across the archipelago each month. Our mission is to deliver quality products at competitive prices while providing an unparalleled shopping experience.
We invest heavily in technology and talent, fostering an environment where innovation and service excellence go hand in hand. Joining our team means becoming part of a forward‑thinking organization that values each employee’s contribution and supports their growth within the rapidly evolving retail landscape.
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