Marketplace Customer Service (Maternity Leave)

We are looking for an empathetic, highly responsive E-Commerce Customer Service Representative to be the frontline voice of our brand across multiple marketplaces. In this role, you will provide excellent customer support, offer tailored health product consultations (specifically for mGanik products), and resolve order issues swiftly. Beyond just answering queries, you will play a crucial role in driving sales by following up on abandoned carts and informing customers about ongoing campaigns. If you have a passion for helping others and thrive in a fast-paced e-commerce environment, we’d love to have you on the team.

Key Responsibilities

• Respond to incoming customer messages across marketplaces (Shopee, Tokopedia, TikTok Shop, Lazada, & Blibli) quickly and warmly according to SOPs. Provide accurate education and consultation on mGanik health products tailored to customer needs.
• Manage and resolve order issues, cancellations, complaints, and the return/refund process in a timely manner by coordinating closely with the logistics and warehouse teams.
• Proactively inform customers about promo vouchers and ongoing campaigns. Follow up on abandoned shopping carts to recover sales and improve conversion rates.
• Assist in basic store monitoring related to daily order operational status and product stock readiness.
• Log daily customer issues, maintain a structured administrative recap of complaints and returns, and escalate complex operational issues to the relevant internal teams when necessary.

Requirements

• Minimum High School Diploma (SMA/SMK), Associate Degree (D3), or Bachelor's Degree (S1) in any major. Final-year students, fresh graduates, or candidates with 6–12 months of experience as an E-Commerce/Marketplace CS are highly encouraged to apply.
• Proficient in operating chat features and Seller Center dashboards across major platforms (Shopee, Tokopedia, TikTok Shop, Lazada, Blibli). Basic proficiency in Microsoft Excel or Google Sheets for daily reporting. Fast and accurate typing skills with excellent, communicative Indonesian grammar.
• Customer-Oriented & Empathetic: High level of patience in handling customer complaints and inquiries.
• Initiative & Responsiveness: Agile in replying to messages and meticulous in following up on order issues until fully resolved.
• Clear Communication: Ability to deliver information and technical solutions clearly, concisely, and in a way that is easy for customers to understand.