E-commerce Customer Support Specialist (Night Shift)

Dwidaya World Wide is seeking a dedicated and detail-oriented E-commerce Customer Support Specialist to join our high-performing team in Jakarta. In this vital night-shift role, you will be the primary point of contact for our international and local clients, ensuring seamless e-commerce operations and exceptional customer service. With a strong focus on problem-solving and a commitment to continuous improvement, you will handle customer inquiries, resolve issues, and provide timely support through various channels such as email, live chat, and phone. This role offers a unique opportunity to work in a dynamic and fast-paced environment, contributing to the growth and success of our e-commerce platform.

At Dwidaya World Wide, we pride ourselves on being a leading e-commerce company in Indonesia, known for our innovative solutions and customer-centric approach. Our team is dedicated to delivering high-quality products and services, and we are committed to fostering a culture of collaboration and excellence. As an E-commerce Customer Support Specialist, you will play a crucial role in maintaining our reputation for outstanding customer service. You will work closely with our team to ensure that our customers receive the best possible experience, from the moment they browse our website to the time they receive their orders.

📋 Tanggung Jawab Pekerjaan

• Provide exceptional customer service by resolving customer inquiries and issues efficiently and effectively.
• Handle customer complaints and escalations, ensuring a positive resolution and maintaining customer satisfaction.
• Manage customer orders, including order tracking, status updates, and delivery confirmations.
• Utilize customer relationship management (CRM) software to track customer interactions and maintain accurate records.
• Collaborate with the sales and logistics teams to ensure smooth order processing and delivery.
• Stay updated with the latest e-commerce trends and best practices to continuously improve customer support services.
• Monitor customer feedback and implement improvements to enhance the overall customer experience.
• Ensure compliance with company policies and procedures, and maintain data confidentiality and security.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 2 years of experience in customer support, preferably in the e-commerce industry.
• Strong communication and interpersonal skills, with the ability to handle difficult customers professionally.
• Proficiency in English, both written and spoken, is a must.
• Familiarity with CRM software such as Salesforce or HubSpot is a plus.
• Ability to work under pressure and meet tight deadlines in a fast-paced environment.
• Excellent problem-solving skills and a customer-centric approach.
• Willingness to work night shifts, including weekends and holidays, as required.

🛠️ Keahlian

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