After-Sales Customer Service

After-Sales Customer Service

Job Responsibilities
• Handling After-Sales Issues on Platforms: Manage consumer after-sales requests through Shopee Chat, TikTok Inbox, and platform ticketing systems, mainly resolving:
? Logistics issues: Check shipping progress, handle delays/lost parcels/wrong shipments, and coordinate with logistics partners and warehouse teams.
? Returns & exchanges: Guide users on submitting return/exchange requests (following Shopee/TikTok??), review return reasons and evidence (e.g., photos of damaged items), confirm refund amounts and timelines, and maintain proper records to ensure refund reconciliation.
? Product issues: Address product quality complaints and provide solutions (replacement, refund, repair, etc.) to reduce complaint and escalation rates.
• Compliance With After-Sales Policies: Strictly follow Shopee and TikTok after-sales policies (e.g., Shopee 7-day return policy, TikTok after-sales review timelines). Ensure all processes comply with platform rules to avoid penalties. Clearly explain after-sales policies to users to reduce misunderstandings and disputes.
• Complaint Handling & Reputation Recovery: For dissatisfied customers (negative reviews, disputes), proactively apologize, provide quick solutions, and calm the user. Conduct follow-ups with resolved cases to collect satisfaction feedback and restore brand reputation.
• After-Sales Data Review & Optimization: Compile weekly after-sales data (return/exchange rate, complaint reasons, resolution timeliness) and prepare an After-Sales Analysis Report. Share insights with the operations and quality control teams to drive product improvements (e.g., packaging optimization) and logistics enhancement.

Job Requirements
• Education: Diploma degree or above, any major. Background in customer service is a plus.
• Experience: At least 1 year of after-sales customer service experience on Indonesian e-commerce platforms (Shopee/TikTok) preferred. Familiarity with platform after-sales processes is a strong advantage.
• Language: Fluent in Indonesian (speaking, reading, writing), able to clearly explain after-sales solutions. Basic English ability (to read platform after-sales guidelines) is a plus.
• Skills: Strong problem-solving ability, able to quickly identify the root cause of after-sales issues (e.g., lost parcel ? coordinate with logistics). Familiar with Shopee/TikTok after-sales ticketing systems, able to efficiently process refunds and return/exchange workflows. Good emotional management skills, able to calmly handle dissatisfied users and prevent escalation.
• Personal Qualities: Highly responsible, strict yet flexible (rule-compliant while still considering user needs), able to work under pressure, strong sense of teamwork.