Customer Service Specialist (Shopee)

Join Shopee Indonesia, Southeast Asia's leading e-commerce platform, as a Customer Service Specialist in Pangkalpinang, Bangka Belitung. In this role, you will be the voice of Shopee, ensuring our customers receive exceptional support and a seamless shopping experience. As part of our dynamic team, you'll handle customer inquiries, resolve issues, and provide solutions to enhance customer satisfaction. This is your chance to make a difference in the lives of millions of users across Indonesia.

Shopee Indonesia, a subsidiary of Sea Limited, is a fast-growing e-commerce platform that connects millions of buyers and sellers. Our mission is to empower SMEs and individuals to thrive in the digital economy. By joining us, you'll be part of a company that values innovation, integrity, and customer-centricity. In Pangkalpinang, you'll be working in a vibrant and supportive environment, contributing to our mission of making commerce better for everyone.

As a Customer Service Specialist, your daily tasks will include responding to customer inquiries via email, phone, and live chat, resolving complaints, and ensuring our customers have a positive shopping experience. You'll use our internal tools like Shopee's Customer Service System (CSS) and CRM to manage customer interactions efficiently. This role is perfect for someone who is passionate about customer service, enjoys problem-solving, and wants to be part of a global company with a significant impact.

📋 Tanggung Jawab Pekerjaan

• Respond to customer inquiries and complaints via email, phone, and live chat, ensuring prompt and accurate resolutions.
• Use Shopee's Customer Service System (CSS) and CRM to manage and track customer interactions.
• Provide exceptional customer service by offering solutions that meet customer needs and expectations.
• Resolve complex customer issues by escalating to the appropriate teams when necessary.
• Monitor and improve customer service metrics to ensure high levels of satisfaction.
• Participate in training and development programs to enhance your skills and knowledge.
• Adhere to Shopee's customer service guidelines and policies to maintain a consistent and professional service.
• Contribute to the team's success by collaborating with colleagues and working towards common goals.

🎓 Kualifikasi & Syarat

• Minimum 2 years of experience in customer service, preferably in e-commerce or retail.
• Strong communication skills in both written and verbal English and Indonesian.
• Excellent problem-solving and multitasking abilities.
• Familiarity with CRM and customer service software such as Zendesk or Freshdesk is a plus.
• Ability to work well under pressure and meet tight deadlines.
• Bachelor's degree in Business Administration, Communications, or a related field.
• Passionate about providing excellent customer service and making a positive impact.
• Willingness to work in a fast-paced, dynamic environment.

🛠️ Keahlian

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