Customer Service

About Us

Tume Activewear is a women's activewear brand growing on TikTok Shop. We're looking for a Customer Service & Admin who is fluent in English, fast, and detail-oriented to be the first point of contact for every customer.

Responsibilities:

• Answer all customer messages on TikTok Shop chat, Instagram DMs, and email: products, sizing, materials, stock, prices, promotions, pre-orders, and order status
• Reply within 1 hour during working hours and keep the TikTok Shop 12-hour chat response rate at 95% or above
• Handle complaints, returns, and refunds (wrong item, defects, sizing, late delivery) within platform time limits
• Help customers choose the right size and product, send product links and vouchers, and follow up with customers who haven't checked out
• Reply to reviews and report negative reviews or product issues to the manager the same day
• Build and maintain saved replies, auto-replies, and FAQs
• Chase couriers on stuck, lost, or returned packages
• Support shop admin: order data and stock checks
• Prepare a weekly report (message volume, response rate, customer satisfaction, top complaints) and a monthly summary

Requirements:

• Fluent English is a must (spoken and written)
• Experience in customer service, chat support, or online shop admin (TikTok Shop/marketplace experience is a big plus)
• Responsive, patient, polite, and calm with complaints
• Accurate with data and reporting
• Never promises what hasn't been confirmed, and escalates issues instead of leaving customers waiting
• Willing to work rotating shifts, including weekends and campaign/double-date sale days
• Available full time and exclusively (no work for other brands or shops)

What we offer:

• Base salary of IDR 5,000,000/month
• KPI-based bonuses
• THR per applicable law
• BPJS Kesehatan & Ketenagakerjaan
• 5 working days/week, 8 hours/day
• 12 days of annual leave after 12 months of service
• Location: [office location]

How to apply:
Send your CV and complete the short form at [link/email]. Include a 3–5 sentence introduction in English.

Work Location: In person