Job Responsibilities

Handle customer inquiries, complaints, and feedback through chat, email, and phone in a timely and professional manner.
Assist customers with order placement, payment issues, shipping status, product information, and return/refund requests.
Monitor and manage customer service tickets across multiple e-commerce platforms (e.g., Shopee, Tokopedia, Lazada, website, social media).
Coordinate with internal teams (warehouse, marketing, and logistics) to ensure smooth order processing and issue resolution.
Maintain accurate records of customer interactions and transactions.
Track and report recurring customer issues and provide suggestions for service improvement.
Support online campaigns or promotions by assisting customers during peak sales periods.
Ensure a high level of customer satisfaction and contribute to building brand loyalty.
Stay updated with product knowledge, platform policies, and company guidelines.
Contribute to improving standard operating procedures (SOP) for customer support operations.

Job Requirements

Minimum Diploma or Bachelor's degree in any field (preferably in Communications, Business, or related fields).
1–2 years of experience in customer service, preferably in e-commerce or retail.
Strong communication skills (verbal and written).
Customer-oriented with good problem-solving and conflict-resolution abilities.
Familiar with major e-commerce platforms (Shopee, Tokopedia, Lazada, etc.).
Able to work with CRM systems, chat tools, and Microsoft Office/Google Workspace.
Able to multitask and work under pressure, especially during campaign seasons.
Willing to work in shifts, weekends, or public holidays if required.
Positive attitude, patience, and team-oriented mindset.
Experience with live chat or social media customer handling is a plus.