Job description for Customer Service – E-Commerce at Triuslive Inovasi Indonesia
Job Responsibilities
- Handle customer inquiries, complaints, and feedback through chat, email, and phone in a timely and professional manner.
- Assist customers with order placement, payment issues, shipping status, product information, and return/refund requests.
- Monitor and manage customer service tickets across multiple e-commerce platforms (e.g., Shopee, Tokopedia, Lazada, website, social media).
- Coordinate with internal teams (warehouse, marketing, and logistics) to ensure smooth order processing and issue resolution.
- Maintain accurate records of customer interactions and transactions.
- Track and report recurring customer issues and provide suggestions for service improvement.
- Support online campaigns or promotions by assisting customers during peak sales periods.
- Ensure a high level of customer satisfaction and contribute to building brand loyalty.
- Stay updated with product knowledge, platform policies, and company guidelines.
- Contribute to improving standard operating procedures (SOP) for customer support operations.
Job Requirements
- Minimum Diploma or Bachelor’s degree in any field (preferably in Communications, Business, or related fields).
- 1–2 years of experience in customer service, preferably in e-commerce or retail.
- Strong communication skills (verbal and written).
- Customer-oriented with good problem-solving and conflict-resolution abilities.
- Familiar with major e-commerce platforms (Shopee, Tokopedia, Lazada, etc.).
- Able to work with CRM systems, chat tools, and Microsoft Office/Google Workspace.
- Able to multitask and work under pressure, especially during campaign seasons.
- Willing to work in shifts, weekends, or public holidays if required.
- Positive attitude, patience, and team-oriented mindset.
- Experience with live chat or social media customer handling is a plus.
