E-Commerce CRM & Customer Experience

Antarestar; Bekasi; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Antarestar in Bekasi, Indonesia is seeking an experienced E-commerce Customer Service Lead to manage inquiries across Shopee, Tokopedia, TikTok Shop, and social channels.

You will handle complaints, returns, and after-sales support while ensuring timely responses and adherence to platform policies. Experience with CRM and team leadership is a plus.

This role emphasizes maintaining brand voice, monitoring performance metrics, and driving customer engagement and retention.

Qualifications

• 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.

Responsibilities

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

Skills

Customer service

CRM

Communication

Multitasking

Brand voice

Job description

Responsibilities

• 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.

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.