Hybrid Ecommerce Customer Care Specialist

Flokq; Jakarta Pusat; Hybride; IDR 44 640 000 - 78 120 000; Plein temps

Avantages offerts par ce poste

Health Insurance

THR

Work Insurance

Résumé du poste

Baskit is the go-to-market platform for emerging brands across FMCG, beauty/personal care, and fashion. We dominate every distribution channel and bring together distribution support, tech, and credit for our customers.

We are hiring an E-Commerce Customer Representative to handle inquiries, complaints, and chat interactions across our apparel brand stores on email, TikTok Shop, Shopee, and Lazada in the Indonesia market.

Qualifications

• D3 or S1 with strong communication skills.
• 6 months to 1 year of customer service experience, preferably in e-commerce.
• Experience handling chats on Shopee, Lazada, or TikTok Shop is a plus.
• Fast and accurate typing.
• Patient and empathetic communication style.
• Ability to multitask across multiple chat windows and email threads.
• Basic familiarity with seller center dashboards.
• Organized and able to keep track of open cases.

Responsabilités

• Respond to customer chats, messages, and inquiries across Shopee, Lazada, and TikTok Shop in a timely and professional manner.
• Manage and respond to customer emails including order inquiries, product questions, complaints, and follow-ups.
• Handle customer complaints, product questions, order status inquiries, and sizing/fit concerns specific to apparel.
• Manage and resolve after-sales issues including returns, refunds, cancellations, and disputes following platform policies.
• Maintain platform chat response rate, email response time, and overall response time KPIs to avoid penalties and maintain store health scores.
• Escalate complex or recurring issues to the Account Manager or Ops team with clear documentation.
• Update and maintain FAQ responses, auto-reply templates, email templates, and chatbot scripts to improve efficiency.
• Monitor and respond to product reviews and ratings, flagging negative feedback for follow-up.
• Track and log common customer issues across chat and email, and provide weekly summaries to help the team identify patterns.
• Coordinate with logistics/warehouse teams when needed to follow up on delayed or missing orders.
• Support the team during mega campaign periods (9.9, 11.11, 12.12) when chat and email volume spikes.

Connaissances

Complaints Handling

Operations Management

Order Management

Apparel Brands

Customer Service

Health Insurance

THR

Work Insurance

Online

Formation

D3/S1 (any background)

Description du poste

Baskit is the go-to-market platform for emerging brands across FMCG, beauty/personal care, and fashion. We dominate every distribution channel and bring together distribution support, tech, and credit for our customers.

We are hiring an E-Commerce Customer Representative to handle inquiries, complaints, and chat interactions across our apparel brand stores on email, TikTok Shop, Shopee, and Lazada in the Indonesia market.