Customer Service Live Chat (E-Commerce)

PT Dachin Etech Global; Desa Ciranjeng; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

PT Dachin Etech Global is seeking a proactive Customer Service Staff to manage online order inquiries via live chat in an e-commerce setting. The role emphasizes resolving issues, improving satisfaction, and supporting sales.

Placement is in Cikarang Pusat (KITIC Area) with 100% on-site work and ASAP joining. Requirements include at least 1 year in e-commerce customer service, intermediate English, strong communication, and Excel proficiency.

Qualifications

• 1+ year of experience in e-commerce customer service.
• Intermediate English communication.
• Proficient in Microsoft Excel.

Responsibilities

• Customer Chat & Support: respond to inquiries and complaints via chat; check abnormal orders and follow up with couriers; verify promotions, stock, and product descriptions; report and elevate complaints; ensure urgent/stock-adjusted orders are resolved; coordinate with warehouse for urgent shipments.
• Store Review Handling: track/analyze store reviews; follow up with buyers; provide compensation or solutions; initiate review disputes or revision requests; review/cancel/freeze orders; communicate with buyers and analyze cancellation trends; manage complaint resolution and submit feedback/reports.
• Out of Stock (OOS) Coordination: monitor OOS orders via platform and internal data; notify buyers and update operations on buyer-specific requests.

Skills

Customer service

Communication skills

English (intermediate)

Sales support

Teamwork

Shift work

Tools

Microsoft Excel

Job description

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 elevate customer complaints.

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.

Review and process cancellations and freeze orders on platforms.

Communicate with buyers and analyze cancellation trends for reporting.

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Do you have customer service experience?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have in a Customer Service Role?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?

Advertising, Marketing & Communications Services 101-1,000 employees

PT. DACHIN Etech Global, headquartered in Singapore, is a data-driven Direct-to-Consumer (DTC) brand creator targeting consumers in Southeast Asia.

We managed brands span across two categories: Lifestyle (Ecentio, Freemir, COOGER) and Consumer Electronics (INBEX). Our goal is to establish a comprehensive ecosystem that will improve the brand experience of our consumers at every stage of their journey.

We currently operate omni sales channels that encompass a wide range of platforms, including online B2C and B2B marketplaces, offline B2B and B2C, social commerce, and private channels. This strategy allows us to reach a diversified audience and appeal to a wide range of interests.

PT. DACHIN Etech Global, headquartered in Singapore, is a data-driven Direct-to-Consumer (DTC) brand creator targeting consumers in Southeast Asia.

We managed brands span across two categories: Lifestyle (Ecentio, Freemir, COOGER) and Consumer Electronics (INBEX). Our goal is to establish a comprehensive ecosystem that will improve the brand experience of our consumers at every stage of their journey.

We currently operate omni sales channels that encompass a wide range of platforms, including online B2C and B2B marketplaces, offline B2B and B2C, social commerce, and private channels. This strategy allows us to reach a diversified audience and appeal to a wide range of interests.