Customer Service Live Chat (E-Commerce)

We are seeking a proactive and customer-focused Customer Service Staff to manage and coordinate online order inquiries, both pre-sales and after-sales through live chat at E-Commerce. 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.