Marketplace Customer Service

We are looking for a responsive and customer-oriented Marketplace Customer Service to provide excellent support across our marketplace channels. You will handle customer inquiries, process orders, resolve issues, and ensure customers have a seamless shopping experience.

Key Responsibilities

• Respond to customer inquiries via marketplace chat in a timely and professional manner.
• Assist customers with product information, order status, payment, shipping, and after-sales support.
• Handle customer complaints, returns, exchanges, and warranty claims according to company policies.
• Coordinate with the Operations and Warehouse teams to ensure smooth order fulfillment.
• Monitor and maintain marketplace chat response time and customer satisfaction metrics.
• Escalate complex issues to the relevant internal teams and follow up until resolution.
• Support daily marketplace operations as needed.
• Willing to do Live Shopping and work in shift
• Minimum Diploma, Bachelor's degree is a plus
• Minimum 1 year of experience as Customer Service, preferably in e-commerce or marketplace.
• Familiar with Shopee, Tokopedia, TikTok Shop, Lazada, or other marketplace platforms.
• Excellent communication skills and customer-oriented mindset.
• Able to work under pressure and handle multiple conversations simultaneously.
• Detail-oriented, proactive, and responsible.
• Willing to work in shifts, including weekends or public holidays if required.

Preferred Qualifications

• Experience handling consumer electronics or smartphones.
• Strong problem-solving and conflict-resolution skills.
• Basic knowledge of Microsoft Excel or Google Sheets.

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