E?Commerce Ops Lead: Shopee & Tiktok Shop

TEC-DO; Jawa Barat; On-site; IDR 72,000,000 - 96,000,000; Full time

Job summary

TEC-DO is seeking a Customer Experience Associate for our online retail operations in Bekasi, West Java. You will be the main point of contact for customers, handling inquiries, guiding purchases, and ensuring smooth post-purchase support on-site in Bekasi.

The role requires strong Indonesian and English communication, a customer-oriented mindset, and the ability to work effectively in a fast-paced environment.

Qualifications

• Requires 1+ year in customer service or customer-facing role.
• Strong verbal and written communication in Indonesian and English.
• Proactive, helpful attitude with desire to assist customers.

Responsibilities

• Handle inquiries via phone, email, and live chat.
• Assist customers with orders, tracking, returns, and exchanges.
• Resolve issues empathetically with a solutions-oriented approach.
• Provide product information and guidance to customers.
• Maintain accurate customer records in the CRM system.
• Collaborate with internal teams to resolve issues promptly.
• Identify opportunities to improve the customer journey.
• Support Bekasi operations and team goals.

Skills

Customer service

Communication skills

Multitasking

Indonesian & English

Team collaboration

Education

High school diploma

Associate's degree (preferred)

Tools

CRM software

Computer basics

Job description

Customer Experience Associate - Online Retail

About the Role Our client, a leading online retailer known for its exceptional customer service, is seeking a motivated and customer-oriented Customer Experience Associate to join their team in Bekasi, West Java. This role is vital in ensuring every customer interaction is positive and efficient, from initial inquiry to post-purchase support. You will be the primary point of contact for customers, addressing their needs, resolving issues, and upholding the brand's commitment to excellence. The ideal candidate possesses strong communication skills, a friendly disposition, and a dedication to providing outstanding service within the Bekasi community.

Key Responsibilities

• Handle customer inquiries via phone, email, and live chat, providing prompt and accurate information.
• Assist customers with order placement, tracking, returns, and exchanges.
• Resolve customer complaints and issues effectively, demonstrating empathy and a solutions-oriented approach.
• Provide detailed product information and guidance to customers.
• Maintain accurate customer records and document all interactions in the CRM system.
• Collaborate with internal teams to ensure timely resolution of customer issues.
• Identify opportunities to improve the customer journey and service delivery.
• Contribute to a positive team environment and support colleagues in achieving service goals for Bekasi's operations.

Requirements

• High school diploma or equivalent; a certificate or associate's degree in a relevant field is a plus.
• Minimum of 1 year of experience in a customer service or customer-facing role.
• Excellent verbal and written communication skills in Indonesian and English.
• Strong interpersonal skills and the ability to build rapport with customers.
• Proficiency in using customer service software and basic computer applications.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A proactive and helpful attitude, with a genuine desire to assist customers.
• Must be able to work on-site in Bekasi, West