Remote Customer Service Admin - E-commerce Support

PT Ega Wayang Garmindo; Jakarta Selatan; Remote; IDR 55,800,000 - 89,280,000; Full time

Job summary

PT Ega Wayang Garmindo seeks a Remote Customer Service Admin to manage online inquiries across platforms, resolve issues, and maintain strong customer relations for garment products. You will work with CRM tools, track orders, and assist with refunds and exchanges from a home setup.

Ideal candidates have 1–2 years in customer service or e-commerce, basic English, and the ability to work shifts including weekends. A reliable internet connection and a suitable laptop are required.

Qualifications

• Diploma (D3) or Bachelor's Degree (S1) in any major (Communication Science, Management, or Language Studies preferred)
• Minimum 1–2 years of experience as a Customer Service, E-commerce Admin, or Chat Agent
• Proficient in operating marketplace store dashboards (Shopee, Tokopedia, TikTok Shop) and integrated chat applications or CRM modules
• Excellent written communication skills that are polite, empathetic, persuasive, and solution-oriented, with strict attention to grammar and typo-free typing
• Must possess adequate personal work equipment (stable laptop/PC) and a reliable high-speed personal internet connection
• Willing to work on a shift schedule (including weekends or national holidays)
• Basic English proficiency, both written and spoken

Responsibilities

• Serve and interact with customers online across various digital channels, handling product and order inquiries while maintaining chat response times independently from a remote setup to ensure high customer satisfaction and brand loyalty
• Respond to customer messages, inquiries, and complaints promptly, politely, and effectively across all online chat platforms (WhatsApp, Webstore Live Chat, Shopee, Tokopedia, TikTok Shop, and social media)
• Provide clear and accurate information regarding garment product details, size charts, stock availability, ongoing promotions, and estimated delivery times
• Verify and process customer complaints regarding defective products, incorrect shipments, or shipping issues according to standard operational procedures for exchanges or returns/refunds
• Input complaint ticket data, issue resolution status, and interaction history logs into the CRM system or digital worksheets neatly and systematically
• Coordinate online with the Fulfillment Center team to track the status of customer orders experiencing delays with logistics providers
• Collect supporting documents and customer bank account details to be forwarded to the Customer Operations Supervisor for refund approvals
• Maintain excellent chat performance metrics across all marketplace dashboards to consistently meet store target standards
• Maintain strict online presence and team coordination discipline during designated operational shift hours
• Prepare and submit periodic reports summarizing customer feedback, frequently occurring issues, and chat volumes to the direct supervisor
• Propose recommendations for initial-level product exchanges, warranty claims, or special compensation vouchers to the Customer Operations Supervisor for customers experiencing critical service issues

Skills

Marketplace dashboards

CRM / chat apps

English proficiency

Excellent written communication

Education

Diploma (D3) or Bachelor's Degree (S1) in any major (Communication Science, Management, or Language Studies preferred)

Tools

CRM systems

Job description

PT Ega Wayang Garmindo seeks a Remote Customer Service Admin to manage online inquiries across platforms, resolve issues, and maintain strong customer relations for garment products. You will work with CRM tools, track orders, and assist with refunds and exchanges from a home setup.

Ideal candidates have 1–2 years in customer service or e-commerce, basic English, and the ability to work shifts including weekends. A reliable internet connection and a suitable laptop are required.