Deskripsi pekerjaan Customer Service Intern TOKOEE
TOKOEE GROUP was established in 2015 as a global brand service provider from China. It has grown rapidly with operations in more than 10 countries and a global GMV exceeding 3 Billion USD. In Indonesia, we have a fully equipped local subsidiary complete with warehouses, operations, an MCN, a finance team, and HR. We partner with top-tier brands such as Xiaomi, realme, TP-Link, and others, managing official e-commerce stores as well as retail networks across Indonesia.
Currently, we are looking for competent and passionate individuals to join our team, specifically for the positions of Customer Service Representative and Customer Service Intern. We offer a cross-cultural work environment, clear promotion tracks, comprehensive training, and competitive benefits packages.
Position: Customer Service Intern
Function: Customer Service / E-Commerce
Employment Type: Internship
System / Records: Jekka and Daily Customer Service Report
Work Schedule: Shift based on operational requirements; service coverage may extend to evening traffic periods
Job Description
A. Customer Service & Handling
- Handle all customer inquiries (products, orders, delivery, after-sales) with polite and professional communication.
- Understand customer needs to provide accurate information and handle diverse customer personalities effectively.
B. Sales & Conversion
- Recommend suitable products and guide customers through the purchase decision and checkout process.
- Follow up on unpaid orders and execute assigned brand order-push activities (TP-Link & H&E).
C. Order & After-Sales Support
- Handle basic troubleshooting, complaints, returns, and warranty claims according to SOP.
- Document unresolved cases and escalate issues outside CS authority to the relevant team.
D. Multi-Brand Management
- Manage customer service for multiple brands including TP-Link, Tapo, Mercusys, Amazfit, Realme, and H&E.
- Report complex product-related issues to internal teams for further support.
E. Review & Feedback Management
- Follow up on negative reviews, identify customer issues, and coordinate with internal teams to improve customer experience.
F. Reporting & Coordination
- Maintain accurate Daily CS Reports covering sales conversions, lost transactions, after-sales cases, and next-day priorities.
- Coordinate effectively with HR and operational teams when needed.
Job Qualification
• Bachelor's degree or Final year's student from any major.
• Available for a internship with a 6 months contract.
• Fluent in English, with strong written and verbal communication skills.
• Able to handle high-volume customer chats quickly and professionally, resolve complaints with patience, and actively drive sales through needs-based recommendations and order follow-ups.
• Good problem-solving and attention-to-detail skills.
• Able to follow SOP, authority limits, reporting procedures, and assigned working schedules (Shift).
• Willing and able to learn new products, brands, systems, and procedures through Company training.
