Customer Service E-Commerce

About the role :

As part of our growing e-commerce team, you will be responsible for managing day-to-day customer interactions and ensuring a smooth shopping experience across our online channels. You will handle product inquiries, assist customers with their orders, provide shipment updates, and resolve after-sales concerns through e-commerce platforms and WhatsApp.

This position requires someone who can communicate clearly, respond quickly, and handle customer concerns with patience and professionalism. You will also work closely with our warehouse and internal teams to resolve delivery issues, returns, refunds, and other customer complaints while maintaining a high level of service quality.

Key Responsibilities :

• Handle customer inquiries via e-commerce platforms and WhatsApp regarding product specifications, materials, usage instructions, and product availability.

• Assist customers throughout the purchasing process and drive sales conversion.

• Verify order details and ensure delivery information is accurate.

• Monitor shipments through local courier services such as J&T, JNE, and other logistics providers.

• Follow up and communicate with customers regarding shipping issues, delays, or undelivered/held parcels.

• Handle product returns, refunds, wrong-item deliveries, damaged products, and other customer complaints.

• Coordinate with warehouse and platform teams to resolve customer disputes and service issues.

• Monitor and minimize refund and return rates.

Requirements :

• Minimum Diploma (D3) or Bachelor's Degree (S1) in any field.

• Minimum 1–2 years of experience in e-commerce customer service, preferably with experience handling customers through platforms such as TikTok Shop, Shopee, or Tokopedia.

• Familiar with e-commerce platforms such as TikTok Shop, Shopee, and Tokopedia

• Familiar with customer service tools and ERP systems is preferred

• Strong communication, empathy, and problem-solving skills

• Able to handle customer complaints professionally and effectively

• Customer-oriented