Customer Service Admin (Remote)

WE ARE HIRING: CUSTOMER SERVICE ADMIN (REMOTE)

Key Requirements

• Diploma (D3) or Bachelor's Degree (S1) in any major (Communication Science, Management, or Language Studies preferred)
• Minimum 1–2 years of experience as a Customer Service, E-commerce Admin, or Chat Agent (experience working remotely in the fashion retail or marketplace industry is highly preferred)
• Proficient in operating marketplace store dashboards (Shopee, Tokopedia, TikTok Shop) and integrated chat applications or CRM modules
• Excellent written communication skills that are polite, empathetic, persuasive, and solution-oriented, with strict attention to grammar and typo-free typing
• Must possess adequate personal work equipment (stable laptop/PC) and a reliable high-speed personal internet connection
• Highly disciplined, honest, and reliable in time management, with the ability to stay focused and work independently in a remote setup without direct supervision
• Willing to work on a shift schedule (including weekends or national holidays) according to agreed operational hours
• Basic English proficiency, both written and spoken, to understand system instructions and assist customers generally

Job Summary

• Serve and interact with customers online across various digital channels, handling product and order inquiries while maintaining chat response times independently from a remote setup to ensure high customer satisfaction and brand loyalty
• Respond to customer messages, inquiries, and complaints promptly, politely, and effectively across all online chat platforms (WhatsApp, Webstore Live Chat, Shopee, Tokopedia, TikTok Shop, and social media)
• Provide clear and accurate information regarding garment product details, size charts, stock availability, ongoing promotions, and estimated delivery times
• Verify and process customer complaints regarding defective products, incorrect shipments, or shipping issues according to standard operational procedures for exchanges or returns/refunds
• Input complaint ticket data, issue resolution status, and interaction history logs into the CRM system or digital worksheets neatly and systematically
• Coordinate online with the Fulfillment Center team to track the status of customer orders experiencing delays with logistics providers
• Collect supporting documents and customer bank account details to be forwarded to the Customer Operations Supervisor for refund approvals
• Maintain excellent chat performance metrics (chat response rate and speed) across all marketplace dashboards to consistently meet store target standards
• Maintain strict online presence and team coordination discipline during designated operational shift hours
• Prepare and submit periodic reports summarizing customer feedback, frequently occurring issues, and chat volumes to the direct supervisor
• Propose recommendations for initial-level product exchanges, warranty claims, or special compensation vouchers to the Customer Operations Supervisor for customers experiencing critical service issues