Customer Service E-commerce (English Speaker)

PT. Lila Sehat Teknologi Medis operates in the healthcare industry, currently specializing in contact lens products. We are looking for a competent, enthusiastic, and customer-oriented individual to join our team as a Customer Service Representative (E-commerce).

Job Requirements

- Minimum Bachelor’s Degree (S1) in any major.

- Minimum 1 year of experience in Customer Service, E-commerce, Retail, or a related field. Fresh graduates are welcome to apply.

- Good English communication skills, both written and verbal.

- Excellent communication skills with a friendly, responsive, and customer-oriented attitude.

- Strong problem-solving skills and the ability to handle customer complaints patiently and professionally.

- Proficient in computer operations and familiar with Microsoft Office or Google Workspace.

- Familiarity with e-commerce platforms such as Shopee, TikTok Shop, Tokopedia, and Lazada is an advantage.

- Detail-oriented in handling customer information, orders, and administrative tasks.

- Able to work efficiently and manage multiple customer inquiries simultaneously.

- Able to work independently and collaboratively within a team.

- Willing to work in shifts, including weekends and public holidays when required.

Job Responsibilities

- Respond to customer inquiries through e-commerce chat platforms, WhatsApp, and other customer service channels.

- Provide accurate information regarding products, pricing, promotions, stock availability, orders, payments, and shipping.

- Assist customers with order placement, payment issues, returns, refunds, and product exchanges.

- Handle customer complaints and inquiries in a friendly, timely, and professional manner.

- Follow up on order-related issues, including delivery delays, missing items, incorrect products, and damaged goods.

- Coordinate with Warehouse, Administration, Sales, and Logistics teams to resolve customer issues effectively.

- Monitor order statuses and provide customers with timely updates regarding their purchases.

- Respond to and follow up on customer reviews, ratings, and feedback across e-commerce platforms.

- Maintain accurate records of customer inquiries, complaints, and resolutions.

- Ensure all customer communications comply with company SOPs and service standards.

- Meet established Customer Service targets and KPIs.

- Perform other duties related to Customer Service and e-commerce operations as assigned.