Job description for CS Live Chat E-Commerce (Maternity Leave) at PT. Dachin Etech Global
We are seeking a proactive and customer-focused Customer Service Live Chat Staff to manage and coordinate online order inquiries, both pre-sales and after-sales through live chat at E-Commerce. You will play a key role in improving customer satisfaction, solving order-related issues, and increasing sales conversion and retention. This role requires excellent communication skills, attention to detail, and the ability to work collaboratively across departments.
Requirements
- Minimum 1 year of experience in e-commerce customer service.
- Willing to be placed in Cikarang Pusat (KITIC Area), WFO 100%, and can join ASAP.
- Willing to work in shifts (5 days work and 2 days off).
- Willing to work as a maternity leave back up for 4-months
- Have an intermediate level of English to be able to communicate well.
- Excellent communication skills—written, listening, and verbal.
- Proficient in Microsoft Excel, with strong attention to detail and accuracy.
- Familiar with shopping platform processes and basic product knowledge.
- Strong adaptability, initiative, and ability to work under pressure.
- Skilled in persuasion and negotiation to support sales.
- Able to work independently and as part of a team.
- Knowledge of kitchenware or consumer goods is a plus.
Key Responsibilities
Customer Chat & Support
- Respond to customer inquiries and complaints via chat.
- Check abnormal orders and follow up with couriers on delivery issues.
- Verify promotions, stock availability, and product descriptions.
- Report and escalate customer complaints.
Order Monitoring & Fulfillment
- Ensure abnormal orders (urgent, pending, or needing stock adjustment) are resolved promptly.
- Coordinate with the warehouse to prioritize urgent shipments.
Store Review Handling
- Track and analyze store reviews.
- Follow up with buyers, provide compensation or solutions, and initiate review disputes or revision requests.
Order Cancellation Management
- Review and process cancellations and freeze orders on platforms.
- Communicate with buyers and analyze cancellation trends for reporting.
Aftersales Service
- Manage complaint resolution by offering solutions and processing after-sales or compensation requests.
- Provide feedback and submit necessary reports.
Out of Stock (OOS) Coordination
- Monitor OOS orders via the platform and internal data.
- Notify buyers and update operations on buyer-specific requests.