E-Commerce Customer Representative

About the Company:

Baskit is the go-to-market platform for emerging brands and distribution channels across FMCG, beauty/personal care, and fashion. We dominate every distribution channel and bring together distribution support, tech, and credit for our customers.

We are Hiring: E-Commerce Customer Representative

We're looking for a responsive and customer-oriented Customer Service representative to handle customer inquiries, complaints, and chat interactions across our apparel brand stores on email, TikTok Shop, Shopee, and Lazada in the Indonesia market. 

You'll be the frontline of the customer experience ensuring every buyer gets fast, helpful, and on-brand responses across all channels. You'll work alongside the Account Manager, Growth, and Ops teams to maintain high chat response rates, positive store ratings, and overall customer satisfaction.

Responsibilities:

• Respond to customer chats, messages, and inquiries across Shopee, Lazada, and TikTok Shop in a timely and professional manner.
• Manage and respond to customer emails including order inquiries, product questions, complaints, and follow-ups.
• Handle customer complaints, product questions, order status inquiries, and sizing/fit concerns specific to apparel.
• Manage and resolve after-sales issues including returns, refunds, cancellations, and disputes following platform policies.
• Maintain platform chat response rate, email response time, and overall response time KPIs to avoid penalties and maintain store health scores.
• Escalate complex or recurring issues to the Account Manager or Ops team with clear documentation.
• Update and maintain FAQ responses, auto-reply templates, email templates, and chatbot scripts to improve efficiency.
• Monitor and respond to product reviews and ratings, flagging negative feedback for follow-up.
• Track and log common customer issues across chat and email, and provide weekly summaries to help the team identify patterns (e.g., sizing complaints, delivery issues, product defects).
• Coordinate with logistics/warehouse teams when needed to follow up on delayed or missing orders.
• Support the team during mega campaign periods (9.9, 11.11, 12.12) when chat and email volume spikes.

Qualifications:

• D3, or S1 any background is welcome as long as communication skills are strong.
• 6 months – 1 year of experience in customer service, preferably in e-commerce or marketplace environments. 
• Experience handling chats on Shopee, Lazada, or TikTok Shop is a plus. Experience managing customer emails is a plus.
• Fast and accurate typing.
• Patient and empathetic communication style.
• Ability to multitask across multiple chat windows and email threads.
• Basic familiarity with seller center dashboards.
• Organized and able to keep track of open cases.
• English is a must.