Position :
Customer Service (CS)
Location :
Jakarta
Industry :
Startup (C2C & B2C)
Responsibilities
- Respond to customer inquiries from individual sellers and buyers via multiple channels: chat (live chat, WhatsApp), email, platform messaging, telephone, social media.
- Handle issues related to orders, payments, shipping/fulfillment, returns/refunds, and product authenticity (important for TCG: verifying cards, grading, condition etc.).
- Resolve disputes between buyers and sellers, ensuring fair and timely resolution.
- Monitor and manage complaints about products, shipping delays, missing items, or condition issues.
- Maintain accurate records of customer interactions, transactions, comments, complaints.
- Provide after‐sales support: follow up on delivery, replacement, warranty if applicable.
- Collaborate with operations, logistics, quality control, and if needed, legal, to escalate and fix systemic issues.
- Assist in enforcing platform policies (e.g., prohibited items, counterfeit, community standards).
- Assist in improving customer satisfaction metrics: e.g., response time, resolution time, customer ratings.
- Gather customer feedback for product or service improvements.
- Possibly help create/maintain FAQ / help center content relevant to TCG collectors (e.g., card condition, grading, rarity, shipping tips).
Requirements
- Experience: 1‐3 years in customer service, preferably in e-commerce, marketplaces, or C2C platforms. Experience with hobby / collectible goods or TCG is a plus.
- Good communication skills, both written and verbal. Proficiency in Bahasa Indonesia and English.
- Attention to detail, patience, ability to handle frustrated customers.
- Basic computer skills; familiar with messaging tools, CRM, spreadsheets.
- Integrity, empathy, problem solving skills.