Customer Service Specialist - Marketplace Support

Join Dumma.id as a Customer Service Specialist and become the voice of our growing marketplace platform! We’re looking for a responsive, communicative, and detail-oriented professional with a passion for delivering exceptional customer experience. In this role, you’ll be the first point of contact for our customers, handling inquiries, resolving issues, and ensuring a seamless shopping experience on our platform. Based in Sukoharjo, you’ll play a crucial role in our mission to connect buyers and sellers efficiently.

As a Customer Service Specialist at Dumma.id, you’ll be responsible for providing top-notch customer support, leveraging tools like Zendesk and CRM systems to manage customer interactions effectively. You’ll work closely with our sales and logistics teams to ensure timely and accurate responses to customer needs. This is an exciting opportunity to grow within a dynamic and fast-paced environment, where your dedication and skills will make a tangible difference.

📋 Tanggung Jawab Pekerjaan

• Handle customer inquiries and complaints via email, phone, and live chat, ensuring prompt and satisfactory resolutions.
• Manage and update customer records in our CRM system, maintaining accurate and up-to-date information.
• Collaborate with sales and logistics teams to resolve customer issues related to orders, payments, and shipping.
• Monitor and analyze customer feedback to identify trends and areas for improvement in our customer service processes.
• Provide training and guidance to new hires on customer service best practices and company policies.
• Stay updated with industry trends and best practices in customer service to continuously enhance our service quality.
• Participate in quality assurance activities to ensure consistent and high standards of customer service.
• Contribute to the development of customer service policies and procedures to align with company goals.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Communication, or a related field.
• Minimum of 2 years of experience in customer service or a related role, preferably in an e-commerce or marketplace environment.
• Proficient in using CRM systems and customer service software such as Zendesk or similar platforms.
• Excellent written and verbal communication skills in Indonesian.
• Strong problem-solving and analytical skills with the ability to handle multiple tasks and prioritize effectively.
• Ability to work well under pressure and meet tight deadlines.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Familiarity with e-commerce platforms and marketplace operations is a plus.

🛠️ Keahlian

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