E-Commerce Support

About Us

Kitar is a growing second-hand mobile phone retailer launching our new online store across various online platforms (e-commerce platforms). We aim to provide customers with high-quality, certified pre-owned mobile phones at affordable prices. To ensure an excellent customer experience, we are looking for a dynamic and motivated E-Commerce Support to join our team. 

This role will focus on driving sales through proactive and helpful customer engagement via chat while also assisting with packing and preparing orders for shipment. The ideal candidate will be customer-focused, tech-savvy, and capable of multitasking efficiently in a fast-paced environment. If you’re passionate about delivering excellent customer service and supporting the success of e-commerce sales, this could be the perfect opportunity for you!

Key Responsibilities:

1.   Sales Support via Chat:

• Engage with customers via live chat to understand their needs and recommend products that fit their preferences, resulting in driving sales.
• Provide real-time support for product inquiries, assisting customers through the decision-making process, and offering personalized product recommendations.
• Upsell and cross-sell products based on customer needs and browsing behaviors.
• Respond promptly and professionally to customer inquiries to ensure an outstanding customer experience.

2.   Order Processing

• Assist with the packing of customer orders, ensuring items are correctly selected, packaged securely, and ready for dispatch.
• Ensure that all orders are processed accurately, meeting quality standards, and deadlines for shipping.
• Maintain an organized packing area and ensure inventory is accurately stocked to avoid delays in fulfilling orders.

3.   Market Research:

•  Conduct research on competitors’ pricing, promotions, and product offerings.
• Track and analyze competitors’ latest marketing campaigns and business strategies.
• Identify industry trends and benchmark performance against competitors.
• Compile and present research findings in clear and actionable reports.
• Provide insights to support business and marketing decision-making.

4.   Customer Service Excellence:

• Address customer concerns, complaints, or issues in a friendly, efficient, and timely manner.
• Provide updates on order status, including tracking information, ensuring that customers are informed throughout the order process.
• Maintain customer satisfaction by delivering professional and effective communication.
• Assist with returns, exchanges, and other after-sales support.

5.   Collaboration & Coordination:

• Work closely with the sales and fulfillment teams to ensure a seamless customer experience from inquiry to delivery.
• Maintain accurate records of customer interactions and transactions in the system.
• Collaborate with the team to identify areas for improvement in the online customer journey and propose solutions.

Requirements

• Associate degree (D3) or higher.
• At least 1 - 3 years of experience in e-commerce support, customer service (with sales KPI), or sales
• Excellent communication skills (written and verbal).
• Ability to stay calm under pressure and handle challenging situations.
• Strong problem-solving skills with a customer-focused attitude and desire to help customers and resolve issues.
• Fluency in Bahasa Indonesia and English.
• Prior experience as a customer service representative, preferably in e-commerce or retail.

Required Skills

• Sales and Marketing Knowledge
• Problem Sensitivity
• Chat Support