E-Commerce CRM & Customer Experience

Tanggung Jawab

• Handle customer inquiries and interactions across Shopee, Tokopedia, TikTok Shop, WhatsApp, and other digital platforms.
• Manage customer complaints, product inquiries, order issues, returns, refunds, and after-sales support.
• Ensure timely and accurate responses to customer inquiries in accordance with platform service standards.
• Monitor marketplace customer service performance, including chat response rate, response time, store rating, and chat-to-order conversion.
• Ensure all customer interactions comply with marketplace policies and company guidelines.
• Manage customer relationships and engagement across multiple communication channels.
• Execute customer communication activities, including WhatsApp broadcasts, promotional announcements, and customer engagement campaigns.
• Support customer retention initiatives and maintain positive customer relationships.
• Manage communication and engagement within online customer groups and communities.
• Maintain consistent customer communication standards, including tone of voice, texting style, and brand guidelines.
• Ensure compliance with customer service SOPs, promotional terms, and company policies.

Kualifikasi

Qualifications

• Minimum 1–3 years of experience in E-Commerce Customer Service, CRM, Customer Experience, or Customer Engagement.
• Experience as a lead is a plus
• Hands-on experience managing marketplace platforms such as Shopee, Tokopedia, or TikTok Shop.
• Experience handling customer communication through WhatsApp and social media platforms.
• Familiarity with CRM activities, customer engagement, broadcast communication, and community management.
• Good understanding of customer service metrics, marketplace ratings, SLA, and customer satisfaction.
• Excellent written communication skills with strong attention to tone, grammar, and brand voice.
• Strong problem-solving, multitasking, and customer-handling skills.