Customer Service

Key Responsibilities

? Respond promptly, courteously, and professionally to customer inquiries across all sales channels, including marketplaces, WhatsApp, and social media. Maintain excellent Chat Response Rate, Chat Response Time, and overall store performance ratings.

? Deliver outstanding customer service to maintain high levels of customer satisfaction. continuously seek ways to improve customer service quality and efficiency.

? Identify opportunities to perform upselling and cross-selling when appropriate.

?Organize FAQs to improve the accuracy and efficiency of customer service responses.Provide accurate product information and assist customers throughout the purchasing process.

? Handle customer inquiries ,confirm order details, payments, and assist customers with shipping or product-related issues,providing appropriate and timely solutions.

?For client's special requirements, coordinate and collaborate with other departments (including the warehouse team, live streaming team, operations team, etc.) and follow up on the progress of problem resolution.

Qualifications

• Minimum High School/Vocational High School (SMA/SMK) graduate; Diploma (D3) or Bachelor's Degree (S1) preferred.

• At least 1 year of experience in Customer Service, Customer Support, Telemarketing, or Marketplace/Retail operations.

• Familiar with e-commerce platforms (Shopee, Tokopedia, TikTok Shop, Lazada, etc.), seller dashboards, Microsoft Excel/Google Sheets, and order processing.

• Proficient in using computers, smartphones, and communication tools.

• Fluent in Bahasa Indonesia with working proficiency in English.

• Strong communication, customer service, and problem-solving skills.

• Detail-oriented, organized, adaptable, disciplined, and able to multitask in a fast-paced environment.

• Sales-oriented with upselling and cross-selling skills.

• Willing to work shifts, weekends, and public holidays as required.