Marketplace Customer Service (Maternity Leave)

PT. MGANIK GRUP MITRA INDONESIA; Jakarta Barat; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

PT. MGANIK GRUP MITRA INDONESIA is seeking an empathetic E‑Commerce Customer Service Representative to be the frontline voice across marketplaces like Shopee, Tokopedia, TikTok Shop, Lazada and Blibli. You will resolve orders, assist with returns, and drive sales by informing customers about campaigns.

You will provide tailored consultations for mGanik health products and pursue abandoned-cart recovery while maintaining customer satisfaction in a fast-paced environment.

Qualifications

• Basic proficiency in using chat features across marketplaces.
• Familiarity with Seller Center dashboards or similar tools.
• Proficiency in Excel or Google Sheets for daily reporting.
• Strong Indonesian grammar and clear communication.

Responsibilities

• Respond to incoming customer messages across marketplaces quickly and warmly per SOPs.
• Provide accurate education and consultation on mGanik health products tailored to customer needs.
• Manage and resolve order issues, cancellations, complaints, and returns with logistics.
• Inform customers about promo vouchers and ongoing campaigns; follow up on abandoned carts.

Skills

Chat features proficiency

Seller Center dashboards

Excel or Google Sheets

Typing speed

Indonesian grammar

Customer service mindset

Education

High School Diploma / SMA/SMK

Associate Degree (D3)

Bachelor's Degree (S1)

Job description

Marketplace Customer Service (Maternity Leave)

We are looking for an empathetic, highly responsive E-Commerce Customer Service Representative to be the frontline voice of our brand across multiple marketplaces. In this role, you will provide excellent customer support, offer tailored health product consultations (specifically for mGanik products), and resolve order issues swiftly. Beyond just answering queries, you will play a crucial role in driving sales by following up on abandoned carts and informing customers about ongoing campaigns. If you have a passion for helping others and thrive in a fast-paced e-commerce environment, we’d love to have you on the team.

Key Responsibilities

Respond to incoming customer messages across marketplaces (Shopee, Tokopedia, TikTok Shop, Lazada, & Blibli) quickly and warmly according to SOPs. Provide accurate education and consultation on mGanik health products tailored to customer needs.

Manage and resolve order issues, cancellations, complaints, and the return/refund process in a timely manner by coordinating closely with the logistics and warehouse teams.

Proactively inform customers about promo vouchers and ongoing campaigns. Follow up on abandoned shopping carts to recover sales and improve conversion rates.

Assist in basic store monitoring related to daily order operational status and product stock readiness.

Log daily customer issues, maintain a structured administrative recap of complaints and returns, and elevate complex operational issues to the relevant internal teams when necessary.

Requirements

Minimum High School Diploma (SMA/SMK), Associate Degree (D3), or Bachelor's Degree (S1) in any major. Final-year students, fresh graduates, or candidates with 6–12 months of experience as an E-Commerce/Marketplace CS are highly encouraged to apply.

Proficient in operating chat features and Seller Center dashboards across major platforms (Shopee, Tokopedia, TikTok Shop, Lazada, Blibli). Basic proficiency in Microsoft Excel or Google Sheets for daily reporting. Fast and accurate typing skills with excellent, communicative Indonesian grammar.

Customer-Oriented & Empathetic: High level of patience in handling customer complaints and inquiries.

Initiative & Responsiveness: Agile in replying to messages and meticulous in following up on order issues until fully resolved.

Clear Communication: Ability to deliver information and technical solutions clearly, concisely, and in a way that is easy for customers to understand.

Integrated healthcare and consumer health company focused on advancing metabolic health in Indonesia. Through a combination of nutrition, clinical services, and community-driven support, we build systems that enable individuals to better manage their health and achieve sustainable long-term outcomes.

Integrated healthcare and consumer health company focused on advancing metabolic health in Indonesia. Through a combination of nutrition, clinical services, and community-driven support, we build systems that enable individuals to better manage their health and achieve sustainable long-term outcomes.