FAHDIAH A.
Mid-Level E-commerce Customer Service Specialist
Open to offersNew to PlatformAbout
Fahdiah A. is a seasoned Customer Service & E-commerce Operations Specialist with over four years of experience in the technology and e-commerce sectors, particularly with Shopee and Advan. Based in Jakarta, Indonesia, Fahdiah has a verified track record of managing high-volume inquiries, excelling in resolving complex dispute appeals on platforms like Shopee and Lazada, and achieving resolution rates exceeding 98%. She expertly utilizes omnichannel tools such as Shopee Inhouse, Mekari Qontak, ChatPlusAI, and Salesforce to enhance operational efficiency and boost customer satisfaction. Fahdiah currently serves at PT. Bangga Teknologi Indonesia as a Customer Service E-commerce specialist, where she handles shipping, returns, and product-related inquiries through advanced CRM systems. Her experience at Shopee involved managing 125–150 tickets daily and maintaining service quality during peak times, such as major campaign events like 11.11 and 12.12. Fahdiah has a Bachelor's Degree in Psychology from Gunadarma University and is conversant in English.
Experience
Customer Service E-Commerce
Advan Digital (PT. Bangga Teknologi Indonesia) · 2026 — PresentManaged customer inquiries and complaints regarding shipping, returns, refunds, product information, and damaged items through omnichannel CRM systems like Mekari Qontak and ChatPlusAI. Conducted case analysis and appealed for returns, refunds without returns, and issues with damaged or missing products via e-commerce platforms Seller Center (Shopee and Lazada), while collaborating closely with the warehouse team. Handled escalation cases and followed up on rejected appeals to secure fair resolutions. Monitored returned items until receipt by the warehouse and ensured accurate tracking of appeal cases to meet SLA standards. Delivered timely solutions to enhance customer satisfaction and support overall store performance.Customer Service Analyst
PT Shopee Internasional Indonesia · 2021 — 2024Oversaw a significant volume of 125–150+ tickets daily through live chat, email, and social media platforms, providing customized solutions for various Shopee features. Closed over 100,000+ customer cases utilizing Salesforce and internal tools, taking ownership of complex escalations. Acted as the primary contact for cross-functional teams including Logistics, Fraud, Affiliate, and Content to ensure comprehensive resolutions of escalated cases. Maintained operational stability during major campaign seasons by ensuring uninterrupted customer support amid high traffic. Conducted proactive outbound calls to enhance resolution speed and overall user experience. Mentored over 25 new team members via a buddy system, facilitating their rapid onboarding with internal workflows.Experience & Projects
Company not specified · 2023 — 2024Performed strategic campaign optimization through detailed product and category analysis for Shopee’s major campaigns, ensuring quality listings and product placement. Verified partner registrations in affiliate programs and addressed complex commission discrepancies to guarantee accuracy in payment settings. Conducted audits of seller accounts to identify prohibited listings, issuing notifications to maintain platform compliance. Authenticated user submissions for account changes to reduce risks of misuse and fraud. Managed outbound communications to enhance response times, boosting user satisfaction. Streamlined the user classification process to support ShopeePay’s compliance with financial standards while ensuring platform integrity. Validated accounts experiencing payment arrears and applied necessary restrictions, maintaining clear communication through professional email correspondence.
Skills & Expertise
Education
- Bachelor's Degree in PsychologyGunadarma University · 2014 — 2018