Marketplace Customer Service (Maternity Leave)

Mganik Group; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Mganik Group is seeking an empathetic E-Commerce Customer Service Representative to be the frontline voice of our brand across marketplaces in Indonesia. You will deliver tailored product consultations, resolve order issues, and help recover sales by following up on abandoned carts.

In a fast-paced environment, you will monitor orders, coordinate with logistics, and maintain clear records of customer interactions. Fluency in Indonesian and proficiency with marketplace tools are essential.

Qualifications

• Minimum education: high school diploma or higher.
• Experience in E-Commerce/Marketplace CS is a plus.

Responsibilities

• Respond to incoming customer messages across marketplaces quickly and warmly, providing accurate product education.
• Manage and resolve order issues, cancellations, complaints, and returns/refunds with logistics/warehouse teams.
• Inform customers about promos and campaigns; follow up on abandoned carts to drive sales.
• Assist in daily store monitoring and stock readiness; log issues for internal teams.
• Maintain structured records of complaints and returns and escalate complex issues as needed.

Skills

Customer service

Empathy

Communication

Typing

Indonesian language proficiency

Education

SMA/SMK

D3

S1

Tools

Shopee Seller Center

Tokopedia Seller Center

TikTok Shop

Lazada Seller Center

Blibli Seller Center

Excel

Google Sheets

Job description

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.