Customer Service E-commerce

PT SWEET NIGHT INNOVATION INDONESIA; Jakarta Barat; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

PT SWEET NIGHT INNOVATION INDONESIA seeks a Customer Service professional for its Indonesian e-commerce site. You will handle daily inquiries, manage post-sale services, and coordinate information with the China operations team to ensure accurate product descriptions and promotions.

The role requires at least 1 year in customer service or e-commerce, fluency in Indonesian, and basic Mandarin to read product information and interfaces. Strong communication and typing speed are essential.

Qualifications

• Minimum 1 year experience in customer service or e-commerce.
• Valid work rights in Indonesia (Indonesian citizen).
• Fluent in Indonesian, able to communicate in writing and verbally with customers.
• Basic Mandarin, able to read product information and system interfaces in Mandarin.
• Proficient with computers and office software.

Responsibilities

• Handle daily customer questions for the Indonesia site through online chat in a timely manner.
• Maintain high store response rates and ensure basic consultation service experience.
• Collect frequently asked customer questions to support operational optimization.
• Handle post-sale risks across the entire store chain, including outbound calls for returns, exchanges, and order issues.
• Handle customer complaints, disputes, and negative review remediation to reduce store violation risk and return rates.
• Maintain store platform scores and weights, ensuring post-sale cycle closure.
• Coordinate with China operations team to support implementation of activities and product materials on the Indonesia site.
• Ensure promotional materials and product descriptions are accurately communicated to customers.
• Maintain synchronization of basic information with China team to support operational strategy implementation.

Skills

Indonesian language

Mandarin basics

Customer service

E-commerce experience

Tools

MS Office

Job description

Customer Service E-commerce role supporting an Indonesian e-commerce site. You will handle daily customer inquiries, manage post-sale services and risks, and coordinate information synchronization with the China operations team.

Key responsibilities

Handle daily customer questions for the Indonesia site through online chat in a timely manner

Maintain high store response rates and ensure basic consultation service experience

Collect frequently asked customer questions to support operational optimization

Handle post-sale risks across the entire store chain, including outbound calls for returns, exchanges, and order issues

Handle customer complaints, disputes, and negative review remediation to reduce store violation risk and return rates

Maintain store platform scores and weights, ensuring post-sale cycle closure

Coordinate with China operations team to support implementation of activities and product materials on the Indonesia site

Ensure promotional materials and product descriptions are accurately communicated to customers

Maintain synchronization of basic information with China team to support operational strategy implementation

About you

Minimum 1 year experience in customer service or e-commerce

Valid work rights in Indonesia (Indonesian citizen)

Fluent in Indonesian, able to communicate in writing and verbally with customers

Basic Mandarin, able to read product information and system interfaces in Mandarin

Proficient with computers and office software

High typing speed and skilled in online communication

Good communication and service abilities

• Which of the following statements best describes your right to work in Indonesia?
• What's your expected monthly basic salary?
• How many years' experience do you have in a Customer Service Role?
• Which of the following types of qualifications do you have?
• How many years of experience do you have in the eCommerce Industry?