Deskripsi Pekerjaan
Are you a customer-centric professional with a passion for e-commerce excellence? Luna Star Indonesia is seeking a highly motivated and skilled E-commerce Customer Service Specialist to join our growing team in Jakarta Barat. In this role, you will be the voice of our brand, ensuring every customer interaction is positive, efficient, and conversion-oriented.
We are looking for a proactive individual who thrives in a fast-paced online retail environment. You will play a pivotal role in managing marketplace inquiries, resolving issues with empathy, and leveraging your communication skills to drive sales growth. If you have a proven track record in e-commerce support and a desire to elevate the customer journey, we want to hear from you!
Tanggung Jawab
- Manage and respond to customer inquiries across various marketplace platforms (Shopee, Tokopedia, Lazada, etc.) in a timely and professional manner.
- Drive sales conversions by providing expert product recommendations and persuasive communication.
- Handle post-purchase support, including order tracking, returns, exchanges, and troubleshooting, ensuring high customer satisfaction.
- Monitor and maintain store health ratings and seller performance metrics.
- Collaborate with the operations team to resolve logistics issues and delivery delays.
- Process customer feedback and generate reports to identify trends and areas for service improvement.
- Maintain a deep understanding of product catalogs to provide accurate technical and functional information.
Kualifikasi
- Minimum of 3 years of professional experience in an e-commerce or marketplace-focused customer support role.
- Fluency in English (written and spoken) is mandatory; proficiency in Indonesian is required.
- Strong problem-solving skills with a patient and empathetic approach to customer service.
- Demonstrated ability to meet and exceed sales targets and KPIs.
- Experience using CRM software or marketplace seller centers.
- Excellent communication skills with a focus on brand tone and clarity.
- Ability to multitask efficiently under pressure in a fast-paced retail environment.
- A proactive mindset with a focus on continuous improvement and customer loyalty.