E-commerce Complaint Handling Specialist (Customer Service)

Join J&T Cargo, a leading logistics and e-commerce solutions provider, as our E-commerce Complaint Handling Specialist in Jakarta Utara. In this dynamic role, you will play a crucial part in ensuring customer satisfaction by efficiently managing and resolving customer complaints related to our e-commerce services. As part of our dedicated Customer Service team, you will handle a wide range of issues, from product quality concerns to delivery delays, using our advanced CRM system and internal tools to streamline the process.

With over 15 years of experience in the logistics industry, J&T Cargo has established itself as a trusted name in Indonesia. Our commitment to innovation and customer-centric approach makes us a great place to work. In this role, you will be part of a team that is passionate about delivering exceptional service and driving the success of our e-commerce solutions.

📋 Tanggung Jawab Pekerjaan

• Receive and log customer complaints through various channels, including phone, email, and live chat.
• Investigate and verify customer complaints to ensure accurate resolution.
• Collaborate with internal teams, such as warehouse and delivery, to address and resolve customer issues promptly.
• Use CRM tools like Salesforce to track and manage customer complaints efficiently.
• Provide excellent customer service by communicating clearly and professionally with customers.
• Escalate complex issues to the appropriate team members for further resolution.
• Monitor and analyze customer complaint data to identify trends and areas for improvement.
• Maintain a high level of customer satisfaction by ensuring timely and effective resolution of complaints.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in customer service, preferably in the logistics or e-commerce industry.
• Strong knowledge of Indonesian language, both written and spoken.
• Excellent communication and interpersonal skills.
• Proficiency in using CRM tools like Salesforce.
• Ability to work under pressure and meet tight deadlines.
• Strong problem-solving and analytical skills.
• Certification in customer service or a related field is a plus.

🛠️ Keahlian

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