Customer Service Live Chat

5 days ago

Cikarang Pusat West Java, Indonesia PT Dachin Etech Global Full time $1,000,000 - $2,000,000 per year

We are seeking a proactive and customer-focused Customer Service Executive to manage and coordinate offline order inquiries, both pre-sales and after-sales. You will play a key role in improving customer satisfaction, solving order-related issues, and increasing sales conversion and retention. This role requires excellent communication skills, attention to detail, and the ability to work collaboratively across departments.

Requirements:

  • Minimum 1 year of experience in e-commerce customer service.
  • Willing to be placed in Cikarang Pusat (KITIC Area), WFO 100%, and can join ASAP.
  • Have an intermediate level of English to be able to communicate well.
  • Excellent communication skills—written, listening, and verbal.
  • Proficient in Microsoft Excel, with strong attention to detail and accuracy.
  • Familiar with shopping platform processes and basic product knowledge.
  • Strong adaptability, initiative, and ability to work under pressure.
  • Skilled in persuasion and negotiation to support sales.
  • Able to work independently and as part of a team.
  • Knowledge of kitchenware or consumer goods is a plus.
  • Willing to work in shifts (5 days work and 2 days off).

Key Responsibilities:

Customer Chat & Support

  • Respond to customer inquiries and complaints via chat.
  • Check abnormal orders and follow up with couriers on delivery issues.
  • Verify promotions, stock availability, and product descriptions.
  • Report and escalate customer complaints.

Order Monitoring & Fulfillment

  • Ensure abnormal orders (urgent, pending, or needing stock adjustment) are resolved promptly.
  • Coordinate with the warehouse to prioritize urgent shipments.

Store Review Handling

  • Track and analyze store reviews.
  • Follow up with buyers, provide compensation or solutions, and initiate review disputes or revision requests.

Order Cancellation Management

  • Review and process cancellations and freeze orders on platforms.
  • Communicate with buyers and analyze cancellation trends for reporting.

Aftersales Service

  • Manage complaint resolution by offering solutions and processing after-sales or compensation requests.
  • Provide feedback and submit necessary reports.

Out of Stock (OOS) Coordination

  • Monitor OOS orders via the platform and internal data.
  • Notify buyers and update operations on buyer-specific requests.

Benefit Packages

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

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