DIMENSIONS OF THE ROLE

• Works closely with the Marketplace Sales Team and Order Fulfillment Team.
• Responds to customer chats across multiple marketplace platforms.
• Handles up to hundreds of customer inquiries per day, depending on peak periods.
• Reports customer insights and recurring issues to improve service quality.

KEY RESPONSIBILITIES

• Respond to customer chats from the marketplace within the target response time (<10 minutes).
• Provide accurate information and resolve customer inquiries or complaints promptly.
• Follow up on customer interactions to ensure resolution and satisfaction.
• Obtain and evaluate customer feedback and share relevant findings with the team.
• Maintain detailed records of all interactions, including inquiries, feedback, and complaints.
• Broadcast promotional messages through chat to engage customers.
• Conduct simple customer surveys and collect responses.
• Ensure excellent service in line with company standards and policies.

Experience, Knowledge, Qualifications & Competencies

Essential:

• Minimum Diploma (D3) in any field.
• At least 1 year of experience in a customer service role.
• Strong written and verbal communication skills in Bahasa Indonesia.
• Fast response and problem-solving skills in chat-based communication.
• Ability to multitask and work in a fast-paced environment.
• Flexible to work shifts, including evenings, weekends, and holidays.
• Basic computer literacy (Microsoft Office, online platforms).
• Passion for customer satisfaction and service excellence.

Desirable:

• Familiarity with e-commerce platforms and online marketplaces.
• Passive English proficiency for understanding product descriptions or internal systems.
• Knowledge of the company’s products and services.
• Experience handling CRM systems or live chat tools.