Customer Experience Specialist

Atome; Jakarta Selatan; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Ginee in Jakarta Selatan is seeking a Merchant Onboarding & Training Specialist to design comprehensive onboarding programs that reduce time-to-value and ensure merchants are proficient with platform tools.

You will run data-driven training tied to product updates, own high-priority issue resolution across cross-functional teams, and lead renewal negotiations and Win-Back initiatives to maximize merchant retention and platform adoption.

Qualifications

• Experience designing and delivering merchant onboarding programs.
• Ability to translate product updates into actionable training.
• Proven track record in resolving high-priority merchant issues.
• Experience with inventory and order management workflows.
• Strong communication and de-escalation skills.
• Familiarity with multi-channel platforms.

Responsibilities

• Design and deliver onboarding programs to reduce time-to-value for merchants.
• Conduct data-driven training sessions based on product updates and friction points.
• Own end-to-end resolution for high-priority merchant issues across cross-functional teams.
• Lead workshops on inventory synchronization and unified order management.
• Manage sensitive merchant interactions with empathy and professionalism.
• Coordinate with Engineering and Product to prioritize systemic bugs.
• Lead renewal negotiations to secure long-term contracts.
• Implement Win-Back strategies using churn data and tailored incentives.

Skills

Onboarding training

Data-driven training

Customer success

Cross-functional collaboration

Empathy in support

Negotiation

Education

Bachelor's degree in Business/IT

Job description

About Ginee

Launched in late 2019, Ginee is one of Asia's leading e-commerce merchant services platforms. We provide omnichannel order, warehousing, supply chain, and distribution management solutions for retailers, distributors, and suppliers. Our digital marketing arm also provides big data, multi-channel advertising, and performance marketing solutions for brands and enterprise customers.

About Ginee

Launched in late 2019, Ginee is one of Asia's leading e-commerce merchant services platforms. We provide omnichannel order, warehousing, supply chain, and distribution management solutions for retailers, distributors, and suppliers. Our digital marketing arm also provides big data, multi-channel advertising, and performance marketing solutions for brands and enterprise customers.

Today, Ginee supports 150,000+ active merchants on its platform, which has processed over a total of USD3 billion in total GMV since 2020. Currently active in Singapore, Indonesia, Philippines, and mainland China, we are rapidly expanding operations across SEA and Greater China.

As part of the Advance Intelligence Group, an Al-driven technology company with over 2,000+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders

Job Description

• Design and deliver comprehensive onboarding programs to reduce "time-to-value," ensuring new merchants are fully proficient with platform tools and features
• Conduct data-driven training sessions based on product updates or common friction points, improving overall merchant competency and platform adoption rates.
• Own the end-to-end resolution process for high-priority merchant issues, ensuring timely communication and technical troubleshooting across cross-functional teams.
• Delivered specialized workshops on inventory synchronization and unified order management to ensure merchants maintain 100% data accuracy across all sales touchpoints.
• Manage sensitive merchant interactions with a high degree of empathy and professionalism, de-escalating tense situations to maintain brand reputation.
• Coordinated with Engineering and Product teams to prioritize "systemic bugs" affecting multi-channel sync, ensuring minimal downtime during peak seasonal traffic.
• Lead the renewal negotiation process for mid-tier accounts, emphasizing ROI and platform benefits to secure long-term contract extensions.
• Implement "Win-Back" strategies by analyzing churn data and offering tailored incentives or localized support to re-engage dormant merchants.