Marketplace Admin

Role Summary

The Shopee Admin is the front line of BukuAgen's Shopee store — the person buyers talk to before, during, and after a purchase. Beyond processing orders, this role actively helps close sales: guiding potential buyers to a decision, converting placed orders into paid orders, and keeping the store responsive, well-reviewed, and healthy. You play a direct part in the store's conversion rate and customer experience.

Key Responsibilities

• Pre-Sales Chat: Engage potential buyers via Shopee Chat before an order is placed — answer product questions, address hesitations, and help them decide to buy.
• Order-to-Paid Conversion: Follow up on placed-but-unpaid orders to improve the order-to-paid conversion rate, reminding and assisting buyers to complete payment.
• Chat Responsiveness: Maintain a high chat reply rate and fast response time across all buyer conversations.
• Review Management: Reply to product reviews professionally — thank buyers, address concerns, and protect the store's reputation.
• Shopee AI Assistant: Help keep the Shopee AI assistant aligned with current business context — products, promos, pricing, and standard answers — so automated replies stay accurate.
• Order Processing: Process incoming orders promptly — confirm, arrange shipment/EDC device fulfillment, and update order status to keep fulfillment metrics on target.
• Listing Maintenance: Create and update product listings — titles, descriptions, images, prices, stock, and variations — keeping information accurate and consistent.
• Stock & Promotions: Monitor stock levels for EDC devices and related SKUs, flag low or out-of-stock items, and apply vouchers, flash sales, and promos as directed.
• Reporting & Store Health: Maintain daily/weekly operational records and monitor store health metrics (rating, response rate, late shipment, penalty points), escalating issues early.
  
  

Requirements

• Bachelor's degree.
• Proactive: takes initiative to reach out to buyers and follow up rather than waiting for issues to surface.
• Prior experience as a marketplace/Shopee admin or in e-commerce operations / customer service is a plus.
• Comfortable working inside Shopee Seller Centre and its chat, order, and listing tools.
• Strong written Bahasa Indonesia and a persuasive, service-oriented communication style.
• Detail-oriented and comfortable with spreadsheets (Google Sheets / Excel).
• Ready for flexible working-hour scheduling, including evenings or weekends, while still working 40 hours/week.
  
  

What Success Looks Like

• Chat reply rate and response speed consistently meet or beat Shopee targets.
• Pre-sales conversations measurably help buyers decide, contributing to a higher store conversion rate.
• Order-to-paid conversion improves through consistent follow-up on unpaid orders.
• Product reviews are answered promptly and the Shopee AI assistant stays accurate and on-brand.
• Orders are processed within SLA and store health metrics remain in the green.