E-commerce customer service

PT PGC INDONESIA GROUP; Jakarta Timur; On-site; IDR 44,640,000 - 78,120,000; Full time

Job summary

PT PGC INDONESIA GROUP is seeking a customer service specialist to handle inquiries via the e-commerce backend (Shopee/Lazada/Tokopedia) efficiently and professionally.

You will manage backend store operations, ensure accurate product and inventory data, and coordinate with internal departments to resolve issues while maintaining detailed service records for ongoing store optimization.

Responsibilities

• Respond to customer inquiries through the e-commerce platform backend (Shopee, Lazada, Tokopedia) promptly and professionally.
• Manage backend store operations: update product info, verify inventory, organize order data, and maintain customer records.
• Synchronize information with internal departments (Operations, Logistics) and track issue resolution progress.
• Record customer consultations, feedback and resolutions to support store optimization and service improvement.

Job description

Customer Inquiry Response: Timely and professionally reply to customer inquiries through the e-commerce platform backend (such as Shopee, Lazada, Tokopedia, etc.), covering product information, order status, payment issues, logistics tracking, after-sales returns and exchanges, and other related matters. Efficiently solve customer problems and improve customer satisfaction.

Store Backend Management: Responsible for the daily operation and management of the e-commerce store backend, including updating product information, verifying inventory status, organizing order data, and maintaining customer information. Ensure the accuracy and timeliness of backend information to avoid information errors affecting customer shopping experience and order processing efficiency.

Message Synchronization and Communication: Timely synchronize relevant information such as customer feedback, order exceptions, and backend system prompts to relevant internal departments of the company (such as Operations Department, Logistics Department, etc.), and track the progress of problem handling to ensure smooth internal and external communication and efficient problem resolution.

Customer Service Record Retention: Detailedly record customer consultation content, feedback and problem handling results, organize customer service-related data, and provide reference for store optimization and service improvement.