Customer Service

4 days ago

Jakarta, Jakarta, Indonesia PT. BIWEL SUKSES BERSAMA Full time

Kami membuka kesempatan bagi Customer Service Marketplace yang akan menjadi garda terdepan dalam pelayanan pelanggan sekaligus memastikan seluruh proses pesanan, pengiriman, return, dan refund berjalan dengan lancar di berbagai platform marketplace. Posisi ini membutuhkan ketelitian, kesabaran, serta kemampuan bekerja cepat di lingkungan e-commerce yang dinamis. CS ini dibutuhkan 2 posisi (1 CS untuk BrunBrun Paris & 1 CS untuk PURESIA)

Tanggung Jawab Utama

1. Penanganan Chat & Komplain Pelanggan

  • Menangani komunikasi pelanggan melalui fitur chat di marketplace (Shopee, TikTok Shop, Tokopedia, Lazada).
  • Menjawab pertanyaan, keluhan, dan komplain pelanggan dengan bahasa yang sopan, profesional, dan solutif.
  • Memastikan setiap permasalahan pelanggan mendapatkan solusi yang jelas dan tepat waktu sesuai SLA.

2. Monitoring Pesanan, Pengiriman, Return & Refund

  • Memantau status pesanan dan pengiriman sesuai dengan Service Level Agreement (SLA).
  • Memonitor proses return dan refund yang ditangani oleh pihak ketiga (ekspedisi / partner gudang).
  • Melakukan follow up terhadap pesanan yang mengalami keterlambatan, stuck, atau kendala lainnya.

3. Monitoring Masalah Pengiriman & Performa Toko

  • Mengidentifikasi permasalahan pengiriman yang sering terjadi.
  • Memantau ulasan produk dan rating toko.
  • Memberikan insight dan laporan kepada tim internal terkait isu yang berulang.

4. Menjaga Kesehatan Toko Marketplace

  • Memantau kesehatan toko di seluruh platform marketplace.
  • Menjaga performa chat, rating toko, cancel rate, serta kepatuhan SLA.
  • Membantu mencegah penalti atau penurunan performa akun marketplace.

5. Monitoring Stok untuk Pengiriman

  • Memastikan ketersediaan stok agar pesanan dapat diproses dan dikirim tepat waktu.
  • Berkoordinasi dengan tim gudang atau inventory apabila stok menipis.
  • Menghindari pembatalan pesanan akibat stok kosong.

6. Pelaporan

  • Melakukan rekap data komplain pelanggan, pengiriman bermasalah, serta proses return dan refund.
  • Menyusun laporan harian dan mingguan secara ringkas, jelas, dan mudah dipahami.

Kualifikasi
  • Memiliki pengalaman sebagai Customer Service marketplace atau e-commerce (nilai tambah).
  • Terbiasa menangani chat dan komplain pelanggan.
  • Teliti, sabar, dan memiliki orientasi pada kepuasan pelanggan.
  • Mampu menangani volume chat yang tinggi dengan baik.
  • Siap bekerja di lingkungan startup yang cepat dan dinamis.

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