Aivy

Customer Support Specialist with 5+ years experience in e-commerce fintech, logistics, and after-sales operations. Experienced in supporting EU and US customers in English through high-volume live chat, as well as handling email, and phone. Strong background in retuns-refunds order, logistics issues, payment related concerns, case escalation, and customer complaint resolution.

Experienced in working with internal teams and external team to investigate complex cases and deliver appropriate solutions.

Live Chat English Agent - EU & US Market at Transcosmos Indonesia (2024 – Present)

• Provide customer support to EU and US market through live chat. Manage up to 50 customer chats in high volume inquiries with logistiscs and after-sales concerns.
• Analyze customer concerns and provide appropriate resolutions based on product information, internal knowledges bases and guidelines.
• Coordinate with merchant and internal teams to investigate customer issues and ensure appropriate follow-up.

Payment & Digital Fintech, Tokopedia at Mitracomm Ekasarana (2021 – 2023)

• Managed customer complaints related to payment issues and digital product within Tokopedia platform.
• Supported customers with digital products including e-money, and tax payment. Also assisted customers with flight and hotel reservations, coordinating with external partner such as Tiket.com and Agoda.
• Collaborated with relevant teams to ensure customer cases were properly followed up and resolves.

History of Indonesia – DIPONEGORO UNIVERSITY