Job description for E-Commerce CRM & Customer Experience at antarestar outdoor
Deskripsi Pekerjaan
Handle customer inquiries and interactions across Shopee, Tokopedia, TikTok Shop, WhatsApp, and other digital platforms.
Manage customer complaints, product inquiries, order issues, returns, refunds, and after-sales support.
Ensure timely and accurate responses to customer inquiries in accordance with platform service standards.
Monitor marketplace customer service performance, including chat response rate, response time, store rating, and chat-to-order conversion.
Ensure all customer interactions comply with marketplace policies and company guidelines.
Manage customer relationships and engagement across multiple communication channels.
Execute customer communication activities, including WhatsApp broadcasts, promotional announcements, and customer engagement campaigns.
Support customer retention initiatives and maintain positive customer relationships.
Manage communication and engagement within online customer groups and communities.
Maintain consistent customer communication standards, including tone of voice, texting style, and brand guidelines.
Ensure compliance with customer service SOPs, promotional terms, and company policies.
Kualifikasi
Qualifications
Minimum 1–3 years of experience in E-Commerce Customer Service, CRM, Customer Experience, or Customer Engagement.
Experience as a lead is a plus
Hands-on experience managing marketplace platforms such as Shopee, Tokopedia, or TikTok Shop.
Experience handling customer communication through WhatsApp and social media platforms.
Familiarity with CRM activities, customer engagement, broadcast communication, and community management.
Good understanding of customer service metrics, marketplace ratings, SLA, and customer satisfaction.
Excellent written communication skills with strong attention to tone, grammar, and brand voice.
Strong problem-solving, multitasking, and customer-handling skills.
