Job Description
Skyworth is seeking a dedicated Aftersales Administrator to join our dynamic team, specifically focusing on our TikTok Shop and Tokopedia operations. In this role, you will be the primary point of contact for our customers, ensuring a seamless and positive post-purchase experience. You will take full ownership of all return and refund cases, demonstrating a proactive approach to resolving issues and maintaining our high standards of customer satisfaction.
As a key player in our e-commerce growth strategy, you will handle customer complaints effectively, ranging from damaged goods to logistical concerns. Your ability to communicate clearly and empathetically will be crucial in building trust with our buyers. We are looking for a detail-oriented professional who can manage high volumes of inquiries while adhering to company policies. Join us at Skyworth and help us deliver excellence in after-sales service across Indonesia's leading digital marketplaces.
Responsibilities
- Take full ownership and manage all return, refund, and exchange cases for TikTok Shop and Tokopedia.
- Handle incoming customer complaints professionally, specifically addressing issues related to damaged goods or incorrect orders.
- Process refunds and cancellations efficiently while maintaining accurate records in the CRM system.
- Coordinate closely with the logistics and warehouse teams to ensure timely resolution of delivery issues.
- Monitor customer feedback and reviews on marketplace platforms to identify areas for improvement.
- Communicate with customers via chat, email, or phone to provide status updates and resolve queries.
- Ensure all after-sales data is updated daily and reports are submitted on time.
Qualifications
- Minimum 1–2 years of experience in E-commerce customer service or Aftersales Administration.
- Deep familiarity with TikTok Shop and Tokopedia operations and interface.
- Strong problem-solving skills with the ability to handle pressure and difficult customer situations.
- Excellent verbal and written communication skills in Indonesian (and English is a plus).
- Proficient in using Microsoft Office tools (Excel, Word) and CRM software.
- Detail-oriented with a strong focus on accuracy and data integrity.
- Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.