Deskripsi pekerjaan E-Commerce Operations & Customer Service High and Low Headhunters
Requirements :
- Open for local candidates.
- Proven experience handling Shopify and Shopee backend operations.
- Strong written and spoken English for customer communication and internal coordination.
- Solid understanding of e-commerce order flows, inventory logic, and fulfillment processes.
- Highly detail-oriented with the ability to manage data, stock levels, and multiple order streams accurately.
- Comfortable working with customer service tools (e.g., Freshdesk, chat, email, and inbox systems).
- Confident coordinating with logistics and warehouse partners to resolve order or delivery issues.
- Able to read between the lines in customer communication and respond with empathy and professionalism.
- Strong problem-solving mindset with the ability to identify root causes and prevent recurring issues.
- Self-driven and organised, able to manage daily operations independently.
- Able to remain calm and structured in a fast-paced, high-volume e-commerce environment.
Responsibilities :
Customer Support
- Handle customer emails, chatbot messages, and inboxes both for Shopify and Shopee.
- Manage refunds, exchanges, and order/delivery issues in a friendly, professional and solution-oriented way.
- Communicate clearly and confidently with customers, reading the situation “between the lines”. Proactively follow up on unresolved cases and ensure customers feel informed and supported.
- Escalate complex or sensitive issues to the right internal team members when needed.
Shopify Backend & E-Commerce Operations
- Keep product pages updated as well as all other website pages.
- Upload and manage product photos and content before launches.
- Build and maintain custom theme code (Liquid sections, blocks, and snippets) for new features and landing pages.
- Set up discount codes, promotions, and gifting campaigns.
- Manage and troubleshoot connected apps and third-party integrations.
- Handle payment operations and disputes with customers.
- Monitor daily orders, maintain accurate stock levels (based on numbers provided by the internal logistic and by 3pl), and delivery windows, and flag any inconsistencies or issues.
- Manage daily stock adjustments for inbound inventory, returns, and reclassifications, based on updates provided by internal logistics and by 3pl.
- Own and maintain all customer-facing website content and flows, ensuring navigation, homepage sections, and on-site information support a clear, intuitive, and seamless customer experience.
- Do NOT perform physical stock counts; instead, critically analyze any discrepancies by identifying the root cause (why, how, when) and ensuring system data is corrected to reflect physical reality.
Shopee & Marketplace Operations
- Maintain and update product listings, titles, descriptions, and stock.
- Upload and manage product photos and content.
- Monitor daily orders, maintain accurate stock levels (based on numbers provided by the internal logistic), and delivery windows, and flag any inconsistencies or issues.
- Manage daily stock adjustments for inbound inventory, returns, and reclassifications, based on updates provided by internal logistics.
- Do NOT perform physical stock counts; instead, critically analyze any discrepancies by identifying the root cause (why, how, when) and ensuring system data is corrected to reflect physical reality.
- Optimize product titles and keywords for Shopee search (SEO).
- Set up and manage discounts, vouchers, bundles, and add-on deals.
- Create and monitor Shopee Ads (Product Ads and Store Ads), and track ROAS.
- Handle payments, cancellations, returns, and refunds.
- Reply to customer chats quickly and maintain Star Seller performance to keep ratings high and avoid penalties.
- Join Shopee campaigns (currently double date and Flash Sale campaign) and prepare weekly sales reports.
- Analyze data in order to find and propose solutions to increase sales.
Logistic and 3PL Coordination
- Act as the main point of contact with internal logistics and 3pl regarding shipment delays, missing items, and order issues (including shipping policies like tax and duties, shipping costs) and and flag any inconsistencies or issues.
- Follow up on unfulfilled or problematic orders until they are fully resolved.
- Coordinate re-shipments, replacements, returns and special cases.
- Maintain a shipping and issue log to track problems and solutions.
- Ensure shipments only go to approved countries — no accidental shipments.
- Ensure shipments are only sent to approved countries in line with company policy.
Reporting & Analytics
- Built automated dashboards that pull live data from Shopify, the affiliate program, and Google Analytics, so reports update on their own without manual exports.
- Track weekly sales, affiliate performance, website traffic, and checkout drop-off.
- Set up Google Analytics and the cookie consent banner.
- Prepare and present these reports to management regularly.
Benefits:
Salary according to experience
BPJS
THR
