Arif R.
Mid-Level E-commerce Customer Service Team Leader
Open to offersNew to PlatformAbout
Arif R. is an experienced customer service professional with a robust career spanning 4 years in the e-commerce industry and 1.5 years in logistics. Known for his adept communication skills and problem-solving abilities, he has consistently delivered high-quality service, ensuring customer satisfaction and security. Currently, Team Leader at PT. MitraComm Ekasarana, Arif coordinates daily activities of the marketplace team and maintains performance standards using KPI metrics. His past role as a Premium Agent at PT. Shopee International Indonesia involved directly addressing customer inquiries via multiple channels. Arif holds a Bachelor's degree in Fisheries from Universitas Sultan Ageng Tirtayasa, where he graduated with honors. Proficient in MS Word, Excel, PowerPoint, and CS Tools, he has also been recognized for his exemplary contributions with numerous awards such as Best Agent Marketplace in 2025.
Why hire me
I have 7+ years of experience managing operational data, maintaining accurate records, and using Excel, CRM, and ticketing systems. I am detail-oriented, organized, and able to meet deadlines while ensuring data accuracy, making me a strong fit for this Data Entry role.
Experience
Customer Service
PT. MitraComm Ekasarana (Project JNE) · 2024 — 2025Received and responded to incoming messages from marketplace platforms, including Shopee, Tokopedia, and Tiktok. Addressed questions related to claims from these marketplaces and escalated customer issues to the relevant teams for further action. Compiled reports on tickets worked into the company system.Team Leader
PT. MitraComm Ekasarana (Project JNE) · 2024 — PresentFacilitated the resolution of customer complaints that could not be handled by Agents. Coordinated daily activities for the Marketplace Team and served as a liaison between the team and management. Allocated daily tasks and monitored agents fairly while tracking team performance using KPI metrics such as QSM, Quiz, Total Response, and Attendance.Premium Agent
PT. Shopee International Indonesia · 2022 — 2023Handled customer inquiries and complaints via phone calls. Provided solutions and responses to customer questions and recorded incoming messages in the internal system while escalating issues to associates as needed.L2 Product Team
PT. Shopee International Indonesia · 2021 — 2022Managed advanced customer inquiries and complaints referred by L1 CCS/Call agents. Responded to customers via email and documented incoming messages in the internal system, escalating issues to the L3 division when necessary.Community Customer Service (CCS)
PT. Shopee International Indonesia · 2020 — 2021Interacted with customers through social media channels, including Instagram, Facebook, Twitter, Google Play, and Shopee Indonesia's official YouTube. Recorded incoming messages in the internal system, verified customer details, and escalated issues to the L2 division when required.Email Agent
PT. Trancosmos Indonesia (Project Shopee) · 2019 — 2020Assisted customers by handling inquiries and complaints via email. Provided solutions to customer issues, documented incoming messages in the internal system, and escalated matters to associates as needed.
Skills & Expertise
Education
- Bachelor of FisheriesUniversitas Sultan Ageng Tirtayasa · 2014 — 2019
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