Customer Service Ecommerce

Benefit Packages

• Competitive salary and benefit packages.
• BPJS Kesehatan and BPJS Ketenagakerjaan
• Lunch catering provided.
• 5 Working days and 2 Off days.
• Position allowance.
• Performance Allowance and Performance Bonus.
• Additional Monthly Rewards.

Role Description
This is a full-time on-site CS Leader E-Commerce role located in Central Cikarang.The role involves handling customer support, ensuring customer satisfaction, adhering to phone etiquette, and providing excellent customer experiences. Other day-to-day tasks include processing orders, managing returns, resolving customer complaints, and maintaining accurate records of customer interactions. 

Responsibilities

• Provide guidance to Customers from product consultation and purchase according to the pre-sales procedure.
• Analyse and investigate the problem/barrier that occurred in the transaction process.
• Handling the after-sales inquiries in accordance with after-sales requirements and procedures.
• Manage the after-sales evaluation in a timely manner, and follow up the adverse evaluation within two working days.
• Record and promptly follow up on the after-sales problems by liaising with the relevant Department/function according to each complaint.
• Conduct regular checking on the planning, constructive action to be made and ensure the quality of stores, make a list, and analyze the feedback in after-sales service. According to the data and information, Customer Service Executive shall report to the Customer Service Manager to ensure the quality of pre-sales services.
• Maintain communication and provide necessary information on the delivery process to the Customer.
• Regularly send promotion messages to old customers based on actual store content.
• Make a list and analysis regarding the problem and improvement on the methods in Customer relationships and provide constructive feedback for improvement to the Customer Service Manager.

Qualifications

• Preferable at least 1 year of e-commerce Customer Service or offline sales experience
• Excellent fresh graduates are welcomed
• Good communication skills - verbal and written, listening skills
• Attention to detail and accuracy
• Familiar with the basic process and basic knowledge of shopping platforms
• Adaptability, initiative, and stress tolerance
• Must be able to speak English actively
• Willing to work in shifts
• Willing to be placed in the Cikarang Pusat