E-Commerce Customer Service (Freelance)

PT Global Unggul Mandiri (Paxel); Jakarta Utara; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Paxel is seeking an Operations Administrator to monitor and manage orders, refunds, and shipments on Paxel Market, while maintaining seller relationships and coordinating across teams to ensure smooth operations.

You will work closely with Sales, Brand, Finance, Tech, and SME teams to resolve seller and buyer needs, handle internal inquiries, and improve service quality. A background in administration or finance and strong Excel skills are essential.

Qualifications

• Minimum D3 education in any major.
• At least 1 year of experience in administration or finance.
• Able to perform in a customer service role.
• Proficient in Google Sheets, Excel, and presentation tools.
• Strong communication with internal and external stakeholders.
• Understanding of marketplace, UMKM, and e-commerce logistics.
• Able to solve problems and make sound decisions handling seller issues.
• Able to work collaboratively across functions.

Responsibilities

• Monitor and send reminders for paid orders and orders in process on Paxel Market.
• Coordinate refunds for Paxel Market buyers and compile refund reports.
• Compile reports on Paxel Market balance withdrawals and receipts.
• Track shipment status on Paxel Market and address issues.
• Maintain seller relationships and service quality.
• Monitor Cash Advance balance for Jajanan branch store and record transactions.
• Respond to internal chats from Customer Empathy and branch teams to address operational needs.
• Handle communications through Paxel Market admin number from sellers and buyers.
• Coordinate with Sales, Brand, Finance, Tech, and SME to resolve needs.

Skills

Strong communication

Problem solving

Cross-functional collaboration

Customer service

Education

D3 or equivalent

Tools

Google Sheets

Microsoft Excel

Presentation tools

Job description

This role involves monitoring and managing orders, refunds, and shipments on the Paxel Market platform, while maintaining seller relationships and coordinating across internal teams to ensure operational needs are met.

Key responsibilities

Monitor and send reminders for paid orders and orders in process on Paxel Market

Follow up and coordinate refunds for Paxel Market buyers, including requesting refund data and compiling refund reports

Compile reports on Paxel Market balance withdrawals and receipts

Track shipment status on Paxel Market and follow up on any issues

Retain sellers by maintaining communication and service quality

Monitor Cash Advance balance for Jajanan branch store, record transaction details for each purchase, and transfer Cash Advance when balance is low

Respond to internal chat messages from Customer Empathy and branch teams to address operational needs

Handle communications through the Paxel Market admin number from both sellers and buyers

Coordinate with internal teams including Sales, Brand, Finance, Tech, and SME to resolve seller and buyer needs

About you

Minimum D3 education, any major

Minimum 1 year of experience in administration or finance

Able to perform in a Customer Service role

Proficient in Google Spreadsheet, Microsoft Excel, and Presentation Tools

Strong communication skills with internal and external stakeholders

Understanding of marketplace ecosystem, UMKM, and e-commerce logistics

Able to solve problems and make sound decisions when handling seller issues

Able to work collaboratively and coordinate across functions

Logistics, Freight & Delivery Services 101-1,000 employees

Paxel are a tech-based delivery company committed to solving last-mile challenges in Indonesia and the region.

We are inspired by the urban, passionate and socially conscious generation who become the mindset of our design innovation. This is why we focus on delivering a customer-driven experience that allows convenience and control. At Paxel, we make sure that what you want is ready when you want it and everything you need is just a click away.

Paxel are a tech-based delivery company committed to solving last-mile challenges in Indonesia and the region.

We are inspired by the urban, passionate and socially conscious generation who become the mindset of our design innovation. This is why we focus on delivering a customer-driven experience that allows convenience and control. At Paxel, we make sure that what you want is ready when you want it and everything you need is just a click away.

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