E- Commerce Customer Service

Job Information

• Number of Openings: 4

• Work Location: West Jakarta (Jakarta Barat)

• Shift-based schedule; 5 days on, 2 days off.

  Morning shift: 08:00 – 17:00 (1-hour lunch break).

  Evening shift: 13:00 – 22:00 (1-hour lunch break).

• Reports to: Customer Service Supervisor

Job Responsibilities

• Handle online text-based customer inquiries on Shopee/TikTok Indonesia sites; respond to pre-sales questions in Indonesian regarding product specifications, shipping policies, promotions, and free gifts.

• Manage in-sales order inquiries, verify tracking numbers, update order and logistics status in a timely manner, and follow up on customer questions.

• Process basic after-sales issues, including simple complaint resolution, negative feedback management, logistics exception callbacks, and return confirmations.

• Maintain a daily log of frequently asked questions and common issues, record case details accurately, and escalate complex after-sales cases to the supervisor.

• Assist with initial return/exchange coordination, verify after-sales information, and support package reshipment and appeal documentation preparation.

Qualifications

• At least 1 year of experience in customer service or e-commerce platforms (Shopee, TikTok Shop, Lazada) preferred.

• Diploma (D3) or above; Indonesian citizen with valid work rights in Indonesia.

• Language: Native/fluent in Indonesian & English – both written and spoken – to handle customer inquiries effectively.

• Proficient in computer and office software; fast typing speed and skilled in online communication.

• Strong communication skills and a service-oriented mindset.