Marketplace Operations & Support Coordinator

KLAR Smile; Jakarta Selatan; On-site; IDR 44,640,000 - 72,540,000; Full time

Job summary

KLAR Smile is an Indonesian startup focused on dental care and oral wellness. We operate across multiple marketplace platforms and provide affordable products like Klar Aligner. We seek a detail-oriented operator to manage orders, shipping, and customer interactions, ensuring SLA-compliant processing.

Join a growing team with room for collaboration across warehouse and admin tasks while following established SOPs and delivering reliable service during standard hours.

Qualifications

• Minimum Senior High School/Vocational High School (SMA/SMK) or equivalent.
• Previous experience in marketplace/e-commerce operations, including customer service and order processing, is preferred.
• Experience using marketplace Seller Center, particularly Shopee, TikTok Shop, and/or Tokopedia, is preferred.
• Familiar with basic marketplace operations, including order processing, shipping labels, return, and refund processes.
• Basic proficiency in Microsoft Excel/Google Sheets and general computer operations.
• Good written communication skills for handling customer chats and reviews.
• Detail-oriented and accurate, especially when processing orders and shipping documents.
• Responsive and able to work within operational deadlines/SLA, with flexibility to occasionally monitor incoming customer chats outside regular operational hours when required.
• Good coordination and teamwork skills, with the ability to follow established SOPs and work guidelines.

Responsibilities

• Process incoming orders across marketplace platforms such as Shopee, TikTok Shop, Tokopedia, and Lazada.
• Prepare and print shipping labels for the fulfillment process.
• Ensure orders are processed according to the applicable SLA.
• Respond to customer chats across marketplace platforms based on established SOPs and templates.
• Provide basic information regarding products, orders, shipping, and store policies.
• Escalate customer complaints or issues to the relevant PIC for further handling.
• Monitor incoming return/refund requests from customers and coordinate the retrieval of returned products for unboxing and documentation.
• Respond to customer reviews across marketplace platforms.
• Coordinate with the warehouse/packing team regarding orders, shipping labels, and fulfillment requirements.
• Support other marketplace operational and administrative tasks as needed.

Skills

Detail oriented

Written communication

Teamwork

SOP adherence

Excel/Sheets basics

Chat monitoring flexibility

Education

High school or equivalent

Tools

Shopee Seller Center

TikTok Shop

Tokopedia

Lazada

Job description

KLAR Smile is an Indonesian startup focused on dental care and oral wellness. We operate across multiple marketplace platforms and provide affordable products like Klar Aligner. We seek a detail-oriented operator to manage orders, shipping, and customer interactions, ensuring SLA-compliant processing.

Join a growing team with room for collaboration across warehouse and admin tasks while following established SOPs and delivering reliable service during standard hours.