Job description for Customer Service for E-Commerce at Insta360+Philips
Job Description:
Handle and respond to customer inquiries via phone, email, and chat professionally.
Provide accurate information regarding products, services, orders, and company policies.
Resolve customer complaints and issues efficiently while maintaining customer satisfaction.
Monitor and assist customers with order tracking, payment confirmations, returns, refunds, and shipping-related issues.
Maintain good relationships with customers and ensure a positive customer experience.
Record and update customer information accurately in the system.
Follow up on customer complaints, order cancellations, and any issues encountered by customers in a professional and solution-oriented manner, while coordinating with relevant departments when necessary.
Conduct outbound calls when required for follow-up or customer support purposes.
Ensure all customer interactions are handled with professionalism, empathy, and patience.
Meet service quality standards and company performance targets.
Pack marketplace orders and deliver packages to courier or shipping service providers (Less than 10 orders everyday).
Key Qualifications (Requirements):
Minimum education of Senior High School (SMA) or equivalent; applicants from any field of study are welcome.
Able to communicate fluently in English (minimum basic conversational level).
Minimum 1–3 years of experience in customer service, preferably within the e-commerce industry.
Willing to work Monday to Saturday.
Familiar with e-commerce platforms, online shopping processes, and customer handling.
Strong communication and interpersonal skills.
Good problem-solving and complaint-handling abilities.
Familiar with customer service systems, help desk support, and call center operations.
Experience in conducting outbound calls is an advantage.
Able to work in a fast-paced and target-oriented environment.
Customer-focused with a high level of empathy and patience.
Proficient in basic computer skills and Microsoft Office applications.
Responsible, disciplined, and able to work independently as well as collaboratively within a team.
Willing to respond to customer inquiries outside regular working hours (WFH) as required by operational needs and ensure timely order processing.
Candidates must have at least basic conversational English skills. Only applicants who meet this requirement will be considered for further processing.
