Marketplace Customer Success & Sales Concierge

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

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.