Deskripsi Pekerjaan
Join our dynamic team as a CS & Aftersales E-Commerce Specialist where you'll be the cornerstone of our customer experience. In this pivotal role, you'll manage end-to-end customer interactions across multiple channels, ensuring seamless post-purchase support and driving exceptional satisfaction. You'll collaborate with marketing and logistics teams to resolve complex inquiries, process returns/refunds efficiently, and implement service improvements that directly impact customer retention and brand loyalty. This position offers the opportunity to shape our e-commerce customer journey while working in a fast-paced digital environment focused on innovation and excellence.
We seek a proactive professional who thrives in problem-solving scenarios and possesses deep empathy for customer needs. Your contributions will be vital in maintaining our reputation for outstanding service while supporting our growing e-commerce operations. If you're passionate about transforming customer challenges into positive experiences, we encourage you to apply and become part of our customer-centric success story.
Tanggung Jawab
- Manage customer inquiries via phone, email, chat, and social media with prompt resolution
- Handle after-sales processes including order tracking, returns, refunds, and warranty claims
- Collaborate with sales/marketing teams to enhance customer journey and service protocols
- Maintain detailed customer interaction records in CRM systems for quality assurance
- Identify recurring issues and propose solutions to prevent future escalations
- Train customers on product usage and self-service resources
- Monitor customer satisfaction metrics and implement improvement strategies
Kualifikasi
- High school diploma or equivalent; bachelor's degree in business/marketing preferred
- 1-2 years experience in customer service or e-commerce support roles
- Exceptional verbal/written communication skills in Bahasa Indonesia and English
- Proficiency with CRM platforms (e.g., Zendesk, Salesforce) and MS Office
- Strong problem-solving abilities with attention to detail
- Ability to multitask in high-volume digital environments
- Customer-centric mindset with conflict resolution expertise