E-Commerce Customer Service (Freelance)

About Job

This role involves monitoring and managing orders, refunds, and shipments on the Paxel Market platform, while maintaining seller relationships and coordinating across internal teams to ensure operational needs are met.

Skills & Qualification

• Minimum D3 education, any major

• Minimum 1 year of experience in administration or finance

• Able to perform in a Customer Service role

• Proficient in Google Spreadsheet, Microsoft Excel, and Presentation Tools

• Strong communication skills with internal and external stakeholders

• Understanding of marketplace ecosystem, UMKM, and e-commerce logistics

• Able to solve problems and make sound decisions when handling seller issues

• Able to work collaboratively and coordinate across functions

Responsibilities

• Monitor and send reminders for paid orders and orders in process on Paxel Market

• Follow up and coordinate refunds for Paxel Market buyers, including requesting refund data and compiling refund reports

• Compile reports on Paxel Market balance withdrawals and receipts

• Track shipment status on Paxel Market and follow up on any issues

• Retain sellers by maintaining communication and service quality

• Monitor Cash Advance balance for Jajanan branch store, record transaction details for each purchase, and transfer Cash Advance when balance is low

• Respond to internal chat messages from Customer Empathy and branch teams to address operational needs

• Handle communications through the Paxel Market admin number from both sellers and buyers

• Coordinate with internal teams including Sales, Brand, Finance, Tech, and SME to resolve seller and buyer needs